Growing our customer base from 0 to 2,500 and then rapidly to 25,000 taught us we couldn't answer even the simplest questions that inform health. If you want to grow your business, you know that selling stuff is #1, and keeping customers is a close second. So, why is it so hard to answer the questions that help you keep them? Questions like this are almost impossible to answer with yesterday's tools:
• Who is the best CSM at keeping customers?
• Which of our customers asked about their renewal date last quarter?
• Can you let me know every time our buyer leaves the company?
• And the most important question of all, "Is our product annoying or are we doing annoying things?"