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Tag Archives: customer success

How to track and improve the customer support function of your startup

When you think of KPIs and metrics, what often comes to mind are things related to user acquisition, engagement, retention, virality, and monetization — most of which are (or should be) a focus for many technology companies. Sign up conversions, social shares, email open rates / clickthroughs, and purchase flows are examples of what can read more »

Is the customer always right?

Consider the following movie clip a case study of how co-founders handle a customer service situation: [Note: there are a couple of curse words in the above scene] The job of an entrepreneur is to listen, and then to act on what’s heard You know your product or service better than anyone else, but if read more »