Nick Paranomos, Chief Product Officer & Co-Founder, ‘Nuffsaid

Hey, I'm Nick. I was one of the co-founders and Chief Product Officer of Nuff Said before we sold the company. We built a smart inbox for customer success teams, and in the early days we talked to customers a lot, and it was mostly about how they used our inbox and how we could improve it for them. And when I came across Bob's framework, we decided to expand our thinking a little bit and not just focus on what we were building, but ask our customers from their perspective What's the one thing that you need to get better at this year? Just to kind of like see what was out there, what other opportunities were there. And what we found is that our customers were struggling to understand how their customers were getting value from the products that they were delivering. And so kind of in parallel to the Inbox, Nuff Said built a tool to measure what we called customer perceived value, or basically a souped-up NPS score with all the different factors that cause an account to either renew or churn. And that product took off. And that was because we started thinking the way Bob thinks with his discovery framework, which is, you know, from my customer's perspective, what do they need, even if it's not what I'm already doing for them? And that kind of allowed us to find a parallel opportunity that really helped our company a lot. So I highly recommend working with Bob. And aside from the work stuff, personally, I really like the guy. He— I've met him at conferences, like we've hung out, we've had dinners together. He's fantastic and really fun to work with. And I highly recommend either taking one of his trainings or using his framework to enhance how you're doing customer discovery.