Todd Olson

But the reality is I was using a product with my daughter and I saw Pendo on it.

The next day, that product gave us an MPS response that was lower than I liked.

It wasn't, thankfully, a six, but I immediately reached out to the user myself, said, hey, I saw this.

I just used your product yesterday with my daughter.

I would love to jump on the phone and talk about how we can make your experience a little bit better with Pendo, and I think she was shocked that I reached out to her, but that surprise goes a long way to build that loyalty and sentiment.

I mean, now at our scale, I mean, yeah, with almost 3,000 customers and almost 1,000 people, we do things very, very differently.

But, I mean, another fun story.

I was talking to our head of EMEA, Customer Success, and he was talking about he's in Israel.

He was a search and rescue coordinator for the Israeli defense, and he was saying, like, look, I want a cockpit to come in, but...

there were too many things that were missing in Salesforce or operational issues.

So you know what he did?

He did an unscalable thing.

He created his own spreadsheet in Google Sheets.

He created his own APIs to pull data in.

He created his own dashboard.

When a dashboard wasn't there, he didn't wait for us to buy a system and eval or spend six months thinking about it.

He did things himself.

And every once in a while, the connections weren't right.

He said, Todd, you know, I did some automation.

It got like 80, 90% of the accounts.