# \#customer-centricity **URL:** https://gorelay.co/tag/customer-centricity/8.md [Latest](https://gorelay.co/latest.md) · [Categories](https://gorelay.co/categories.md) · [Tags](https://gorelay.co/tags.md) --- ## [Dropping Per-Seat Pricing after 14 Years, Creating a Customer-First Usage-Based Model, and Reckoning with an AI-Catalyzed Innovator’s Dilemma with Help Scout’s Nick Francis](https://gorelay.co/t/dropping-per-seat-pricing-after-14-years-creating-a-customer-first-usage-based-model-and-reckoning-with-an-ai-catalyzed-innovator-s-dilemma-with-help-scout-s-nick-francis/1007)
**Author:** [@Relay](https://gorelay.co/u/Relay)\ **Replies:** 0\ **Last updated:** [April 18, 2025, 12:28pm UTC](https://gorelay.co/t/dropping-per-seat-pricing-after-14-years-creating-a-customer-first-usage-based-model-and-reckoning-with-an-ai-catalyzed-innovator-s-dilemma-with-help-scout-s-nick-francis/1007 "2025-04-18T12:28:26Z")
We first hosted Help Scout’s @nickfrancis for an AMA back in 2020. The session was among the earliest contributions that ended up being pivotal to defining and setting our expectations for what open, candid conversatio… --- ## [Interviewing 200 Prospects (and as Many End Users), Building a Quality/Quantity Waitlist, and Invaluable Lessons from Hotjar with trumpet’s Co-Founder, Rory Sadler](https://gorelay.co/t/interviewing-200-prospects-and-as-many-end-users-building-a-quality-quantity-waitlist-and-invaluable-lessons-from-hotjar-with-trumpet-s-co-founder-rory-sadler/922)
**Author:** [@Relay](https://gorelay.co/u/Relay)\ **Replies:** 2\ **Last updated:** [June 12, 2023, 1:29pm UTC](https://gorelay.co/t/interviewing-200-prospects-and-as-many-end-users-building-a-quality-quantity-waitlist-and-invaluable-lessons-from-hotjar-with-trumpet-s-co-founder-rory-sadler/922 "2023-06-12T13:29:59Z")
In the following exchange, trumpet’s co-founder and CEO, Rory Sadler, illustrates the importance of thorough — even talking to end users — pre-product research despite solving for a long-witnessed, personal pain. He a… --- ## [Ignoring MRR for the Self-Serve Switch, “Dogfood upon Dogfood upon Dogfood,” and other Lessons in Breaking out of Constraints with Lately AI’s Co-Founder, Kate Bradley Chernis](https://gorelay.co/t/ignoring-mrr-for-the-self-serve-switch-dogfood-upon-dogfood-upon-dogfood-and-other-lessons-in-breaking-out-of-constraints-with-lately-ai-s-co-founder-kate-bradley-chernis/798)
**Author:** [@Relay](https://gorelay.co/u/Relay)\ **Replies:** 2\ **Last updated:** [July 26, 2022, 1:49pm UTC](https://gorelay.co/t/ignoring-mrr-for-the-self-serve-switch-dogfood-upon-dogfood-upon-dogfood-and-other-lessons-in-breaking-out-of-constraints-with-lately-ai-s-co-founder-kate-bradley-chernis/798 "2022-07-26T13:49:05Z")
“Honestly, we’ve been eating glass as a group for a long, long time now,” admits Lately AI’s co-founder and CEO, Kate Bradley Chernis (@Kately). In that and other keenly affecting sentences she makes plain that amid do… --- ## [“How We Deleted a 1/3rd of Our Product and Made it 10x Better” with Arrows’ co-founder, Daniel Zarick](https://gorelay.co/t/how-we-deleted-a-1-3rd-of-our-product-and-made-it-10x-better-with-arrows-co-founder-daniel-zarick/764)
**Author:** [@Relay](https://gorelay.co/u/Relay)\ **Replies:** 4\ **Last updated:** [June 22, 2022, 8:42pm UTC](https://gorelay.co/t/how-we-deleted-a-1-3rd-of-our-product-and-made-it-10x-better-with-arrows-co-founder-daniel-zarick/764 "2022-06-22T20:42:46Z")
The dreaded, decelerating tugs of product debt are felt everywhere. What they dramatize, though, are mostly small, well-acknowledged, unfixed issues that pile up over time and demand iterative attention. Sometimes pret… --- ## [Hey-oh! 🤠 I'm Josh Founder CEO of Referral Rock AMA](https://gorelay.co/t/hey-oh-im-josh-founder-ceo-of-referral-rock-ama/738)
**Author:** [@jlogic](https://gorelay.co/u/jlogic)\ **Replies:** 33\ **Last updated:** [June 3, 2022, 6:55am UTC](https://gorelay.co/t/hey-oh-im-josh-founder-ceo-of-referral-rock-ama/738 "2022-06-03T06:55:12Z")
Been rocking in the space of referral marketing for 5+ years. (Refer-a-friend programs, customer advocacy, affiliate programs) Referral Rock is self-funded and profitable with a 100% remote team of 18. I’m a second time… --- ## [Choosing the Kano Model over the RICE Framework and Other Discoveries in “Building for User Love” with Scribe’s Co-Founder, Jennifer Smith](https://gorelay.co/t/choosing-the-kano-model-over-the-rice-framework-and-other-discoveries-in-building-for-user-love-with-scribe-s-co-founder-jennifer-smith/722)
**Author:** [@Relay](https://gorelay.co/u/Relay)\ **Replies:** 2\ **Last updated:** [April 11, 2022, 7:22pm UTC](https://gorelay.co/t/choosing-the-kano-model-over-the-rice-framework-and-other-discoveries-in-building-for-user-love-with-scribe-s-co-founder-jennifer-smith/722 "2022-04-11T19:22:41Z")
The bucket going down the quantitative well almost always comes up full. But what’s worth asking, though, as Scribe’s co-founder and CEO, Jennifer Smith (@Scribeceo) does: is it always valuable? As they searched for a… --- ## [I'm Hubert Palan, Co-founder and CEO of Productboard. AMA! 👋](https://gorelay.co/t/im-hubert-palan-co-founder-and-ceo-of-productboard-ama/621)
**Author:** [@hubert](https://gorelay.co/u/hubert)\ **Replies:** 25\ **Last updated:** [September 16, 2021, 5:26pm UTC](https://gorelay.co/t/im-hubert-palan-co-founder-and-ceo-of-productboard-ama/621 "2021-09-16T17:26:48Z")
I’m Hubert Palan, Founder and CEO of Productboard. AMA! Hi everyone! I’m Hubert Palan, Founder and CEO of Productboard, a customer-centric product management platform that helps teams get the right products to market f… --- ## [I’m Martha Bitar, co-founder and CEO of Flodesk. Ask me anything!](https://gorelay.co/t/i-m-martha-bitar-co-founder-and-ceo-of-flodesk-ask-me-anything/563)
**Author:** [@marthabitar](https://gorelay.co/u/marthabitar)\ **Replies:** 22\ **Last updated:** [May 6, 2021, 2:21pm UTC](https://gorelay.co/t/i-m-martha-bitar-co-founder-and-ceo-of-flodesk-ask-me-anything/563 "2021-05-06T14:21:28Z")
Hey y’all! I’m a first-time founder, grew up in Mexico, ended up in San Francisco via a sales job at Oracle, met my co-founders, and started Flodesk—an email marketing platform that helps small business owners design ema… --- ## [I'm James Gill, Co-Founder and CEO of GoSquared. AMA!](https://gorelay.co/t/im-james-gill-co-founder-and-ceo-of-gosquared-ama/358)
**Author:** [@jamesgill](https://gorelay.co/u/jamesgill)\ **Replies:** 33\ **Last updated:** [May 15, 2020, 7:02am UTC](https://gorelay.co/t/im-james-gill-co-founder-and-ceo-of-gosquared-ama/358 "2020-05-15T07:02:53Z")
:wave: Hi everyone! Thrilled to be here on Relay for my first ever AMA. GoSquared is beautifully simple marketing software for small businesses. We’re based in London, and started many years ago when my co-founders and… --- ## [I'm Sofia Quintero. Founder and CEO at EnjoyHQ. Previously, Head of Growth at Geckoboard. Customer Research is my thing... AMA!](https://gorelay.co/t/im-sofia-quintero-founder-and-ceo-at-enjoyhq-previously-head-of-growth-at-geckoboard-customer-research-is-my-thing-ama/86)
**Author:** [@Sofia](https://gorelay.co/u/Sofia)\ **Replies:** 28\ **Last updated:** [January 28, 2020, 8:01am UTC](https://gorelay.co/t/im-sofia-quintero-founder-and-ceo-at-enjoyhq-previously-head-of-growth-at-geckoboard-customer-research-is-my-thing-ama/86 "2020-01-28T08:01:54Z")
I’m Sofia Quintero, founder at EnjoyHQ, a Research Ops platform that helps UX and product teams centralize customer feedback and user research data, analyze it, and share insights with the business. I’ve spent the last …