Fala: Over-indexing on analytics and NPS surveys makes SaaS companies boring
Alex Fala · Three Non Obvious Lessons Learned Selling to SMBs with Xero and Friends · Aug 21, 2017 · at 12:26
Alex Fala, CEO of Vend, discusses the limits of customer data analysis and the need for bold product experimentation during a SaaS panel.
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“The thing I would add to some of what Matt said is you have to be really careful that that bias towards being analytical doesn't make you boring. It still means you've got to try new things, right? So you get really analytical, and then the natural tendency is kind of, okay, now we're going to analyze support tickets and, you know, verbatims off NPS surveys, and you just end up doing what people told you. You still got to have You know, the courage and the boldness and all of those things to try new things.”
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