EP 71 | John Henwood - How productboard increased retention by scaling a handheld onboarding experience

Today on the show we have John Henwood, Director of Customer Success at Productboard.In this episode, we talked about how customer success has evolved over the past 10 years, how Customer Success’s approach to increasing retention differs at a big organization VS an early-stage startup, and how John prioritized his focus when he first joined Productboard.We also discussed why Productboard’s Customer Success team handhold their customers through their onboarding process, how they measure succe...