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patio11's profile
Patrick McKenzie
Patrick McKenzie
Patrick McKenzie
@patio11

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Patrick McKenzie

@patio11

I work for the Internet, at @stripe, mostly on accelerating startups. Opinions here are my own.

東京都 Tokyo
kalzumeus.com
Joined February 2009

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    1. Patrick McKenzie‏ @patio11 22 Jan 2018
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      Patrick McKenzie Retweeted Jason  ✨BeKind ✨ Lemkin

      This is an incredibly important lesson, and one which is counterintuitive for a lot of people in SaaS, because you *almost never* hear from your best users.https://twitter.com/jasonlk/status/955645348361396224 …

      Patrick McKenzie added,

      Jason  ✨BeKind ✨ Lemkin @jasonlk
      Spend more time making the happy people happier
      7 replies 81 retweets 304 likes
      Show this thread
    2. Patrick McKenzie‏ @patio11 22 Jan 2018
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      If you e.g. figure out product priorities by listening to what your last 100 support tickets, they will be disproportionately from low-value plans with users who are fundamentally dissatisfied with offering and will not, with an incremental improvement in the product, be happy.

      1 reply 11 retweets 70 likes
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      Patrick McKenzie‏ @patio11 22 Jan 2018
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      "Aren't your most valuable users the hardest ones to support?" The exact opposite of the case. Normalized by account it's (often) the little users, by lots. Normalized by dollar value it isn't even funny.

      8:06 PM - 22 Jan 2018
      • 5 Retweets
      • 34 Likes
      • Peter Hatch Ray Tsaihong Aniket Kadam Kareem Moussa John D. Mitchell Yishi Zuo Steven Brandon 🚀 Blitz.js⚡️ Paul
      2 replies 5 retweets 34 likes
        1. New conversation
        2. Patrick McKenzie‏ @patio11 22 Jan 2018
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          Why? Many reasons. 1) Because they have internal teams to support them on functions that otherwise get kicked to you. If you sell a $19/mo SaaS you have to bundle in a lot of basic IT support; if you sell $999/mo SaaS then they have an IT department for that.

          3 replies 2 retweets 39 likes
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        3. Patrick McKenzie‏ @patio11 22 Jan 2018
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          2) Because you're getting better, more sophisticated users towards the top end of the scale. They know the problem domain. They make less mistakes that they need to open a ticket to rectify. They comport the rest of their business in sophisticated fashion, too.

          1 reply 2 retweets 22 likes
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        4. Patrick McKenzie‏ @patio11 22 Jan 2018
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          This is the "hard drive failures are randomly distributed except that they're observationally not" thing that hits every SaaS company at scale. You will have tickets whose underlying cause is "my hard drive failed." They will disproportionately be from your lowest-value accounts

          1 reply 2 retweets 23 likes
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        5. Patrick McKenzie‏ @patio11 22 Jan 2018
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          Your engineer brain says "How does your commodity hard drive understand that you don't pay enough money for SaaS and decide to brick itself to protest?!" That's not what you're seeing.

          1 reply 1 retweet 13 likes
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        6. Patrick McKenzie‏ @patio11 22 Jan 2018
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          You're seeing a very slight difference in failure rates (cheap disks vs production-worthy disks, better care) and a large difference in "Raise your hand if you have no plan in the event of a hard drive failure because you don't operate your business like that is a thing."

          1 reply 3 retweets 24 likes
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        7. Patrick McKenzie‏ @patio11 22 Jan 2018
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          (Some people who have not worked CS for a SaaS company are wondering "Why would it even matter if the hard drive failed?" There are many variants of this: "My hard drive failed and I need a year of invoices for tax purposes." "My hard drive failed and I lost report." etc

          1 reply 1 retweet 15 likes
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        8. Patrick McKenzie‏ @patio11 22 Jan 2018
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          And you think "Huh if people need to download a year of invoices why don't we just make that possible" and then you do. The top end of the LTV distribution immediately finds the feature and starts using it *and the bottom end does not.*

          1 reply 1 retweet 16 likes
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        9. Patrick McKenzie‏ @patio11 22 Jan 2018
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          3) The more sophisticated a company is (price a good proxy for that) the more likely they have identified the right tool for the job, and are not attempting to pound in a screw with a hammer. You wouldn't make a seating chart in bingo card software. Trust me: many people would.

          1 reply 3 retweets 38 likes
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        10. Patrick McKenzie‏ @patio11 22 Jan 2018
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          (What's the one thing bingo card software does? Randomly distribute N elements over each printing of 5x5 grid. What's the one thing that a seating chart cannot do? Randomly distribute elements over each printing of the grid. I literally built a Seating Chart Mode. Not a joke.)

          0 replies 1 retweet 35 likes
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        11. End of conversation
        1. Jason Scheirer‏ @jasonscheirer 22 Jan 2018
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          Replying to @patio11

          Have you ever worked with a CS team directly? They all have a “that guy” who uses way too many support hours and they strive to support the 15 minute an account lifecycle customers.

          0 replies 0 retweets 0 likes
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