Building Accoil Analytics. Ex-@Atlassian. Ex-@ThinkTilt (acquired).
Queensland, AUS
Joined January 2019
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Day one as an account manager: our 1,000 most valuable customers. I handled 45 in 30 seconds and NRR closed at 113%. The other 955 are fine. Probably.
Whack-an-Account, a tiny game from Accoil. Your turn: accoil.com/whack-a-mole
Wrong question: "Who owns customer engagement?"
Right question: "How do we improve customer engagement?"
Customer (or user) engagement isn't one team's job. It's Product. It's Product Marketing. It's engineering. Success... Support... etc.
An app without customer engagement isn't going to grow. There are plenty of fortunate companies who haven't had to pay attention to these numbers. But as the market tightens and more competition comes online, this is important.
I have two things on my desk all the time.
One is coffee. I'm addicted. Oh well.
The other is stacks of books, printed letters, even printed linkedin posts. It's how I steal inspiration without getting sucked into the internet. When I should be writing.
But what about you?
What happens when you ask ChatGPT to come up with "realistic" company names.
Who wouldn't want to work in a *realm*? 🏰
BTW -- we're putting a new UI on @AccoilAnalytics. Are we overindexing on green?
Ever noticed how your metrics don't mean squat if no one knows what you're measuring?
Here's a nugget from my customer calls: If you're not crystal clear about what you're measuring and reporting on, you're just talking to yourself.
Every metric we talk about is accompanied by a clear definition and *context *.
This aligns us internally and improves our communication with customers. They know exactly what to expect and how to interpret our reports.
Eyes wide shut is a terrible way to build a product.
After months of building and updating Accoil Analytics, we're letting people see it.
The reactions have been encouraging. I mean, I've got a good feeling about this thing.
It's not easy to have conversations that don't reflect back what I want to hear. And for sure it's easier to just keep building while pretending it's all perfect.
We're probably missing a few opportunities to connect with users.
That's a screenshot of our 'screens'. Each one has several areas where we can play with the empty states, add helper text, maybe sneak in a modal.
But when does it become too much?
* What PLGeek Ben Williams calls Friction Logging, we're going through the user experience looking good and bad friction
* Mapping it all out using Miro. This gives us a 30,000ft view of all the touchpoints so we can see what it looks like in total, not just one page at a time