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e-commerce

2 statements across 2 episodes · 1 bullish · 0 bearish · 2 people on the record · first statement Oct 9, 2018 by Tom Hale · across every show →

Everything said about e-commerce, oldest first

Oct 9, 2018 positive
Insight
Hale: Choosing between relational and transactional NPS is a false dichotomy
“Some say relational NPS is better for B to B SaaS. Some people say transactional NPS is better for e-commerce sites. I say phooey. Both are good. So, I think it's a false dichotomy. I think you should ask both.”
Tom Hale Oct 9, 2018 ▶ 12:32 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years
May 19, 2024 neutral
Opinion
Bialecki: SaaS lacked customer playbooks while e-commerce had established playbooks
“In some sense, if you think about in the SaaS world, defining what customer success is, they didn't really have a customer success playbook. They were figuring it out as they went along. In e-commerce, everybody knew kind of the standard playbook.”
Andrew Bialecki May 19, 2024 ▶ 6:44 Klaviyo's CEO Founder on the Journey to an $800,000,000 ARR Leader in Marketing
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