Build with Maggie Crowley What It Means To Build With Your Customers In Mind (With Keap's Rob Stevenson)
6 snips
Jan 3, 2023 
Rob Stevenson, product leader at Keap known for SaaS product and customer success work. He discusses working tightly with product teams and forming true partnerships. They cover honest handling of customer requests, fitting asks to your ideal customer profile, and turning single-customer fixes into scalable solutions.
AI Snips
Chapters
Transcript
Clear Ask Changes Customer Collaboration
- Building with customers requires clear asks: define what you need from customers and what you'll deliver in return.
- Rob says that explicit expectations from the Drift team changed how his Keep team now asks for feedback and delivers outcomes.
Say No With Context And Tradeoffs
- Be honest and transparent when a request isn't on your roadmap; explain prioritization and trade-offs instead of overpromising.
- Maggie stresses explaining where a request sits and whether it's repeatable or scalable for 150,000 customers.
Vendor Meetings That Failed Versus Yes And Approach
- Rob recounts a vendor sales cycle that dragged through meetings and ended with indecision instead of collaboration.
- He contrasts that with Drift's approach of improv-style 'yes and' problem solving to find scalable solutions.