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Lessons from Airtable’s unconventional growth strategy | Zoelle Egner
Lenny's Podcast: Product | Growth | Career
Is Customer Success the Same as Customer Success?
If you are going to over invest in customer success, which I recommend, make sure that you have also set up a process to take the insights that your customer success people are coming up with and turn them into as much content as you can. For us, what that meant was we would talk to a bunch of customers and customer success would have like helped them build bases. And then we would create templates. So we're not exact copies because we're not trying to steal their intellectual property. We would say like, what is the fundamental workflow here that other companies might have? How do we make a template that is useful from this? It will be much easier to come up with genuinely compelling
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