3min chapter

The Seed Stage - formerly "the June Podcast" cover image

How great customer success works | David Apple (fmr Notion & Typeform)

The Seed Stage - formerly "the June Podcast"

CHAPTER

The Impact of Product Improvements on Volume of Conversations

The single biggest impact feature that was built was when notion built the single sign on feature, which allowed us to have a real differentiator between our enterprise plan and our team plan. And I'll just share a little thought on that. This is also an example of where it's so important to have KPIs that are kind of more holistic. If the KPI for your support team or your education team is just, you know, reduce the amount of the volume of tickets, then the incentive will be to add friction.

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