Understanding customers

Why you *think* you understand your customers:

– Surveys
– NPS scores
– Renewal reports
– CSM one-on-ones

How you actually understand them:

– Shadowing live calls
– Reading support cases
– Listening to Gong calls
– Facilitating community round tables

The best SaaS leaders don’t settle for customer voice by proxy.

They get it straight from the source.

How do you listen to your customers?

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