Net dollar retention and customer experience are highly critical for the success of your SaaS business. I had a chance to connect recently with Gaby Moran, director of customer experience at Workato. Before her current role, Gaby spent quite a few years at Medallia, customer experience management software with a world-class NPS of 60+.

Our conversation turned out to be a fantastic "customer experience 101" overview, with key terms defined; and many burning questions I get from entrepreneurs all the time - answered.

How do you collect and use data to inform your customer experience function?
How to account for possible bias in the customer feedback - both positive and negative?
How to get started with customer experience as a SaaS startup founder?

Listen to the episode to get the answers to all these questions - and more.

Make sure to also:

- Follow me on Twitter - for a lot more content on building SaaS B2B startups, as well as venture capital and entrepreneurship in general

- Subscribe to my blog, where I talk about why I invest in certain companies and broader tech industry issues

- Check out my #AskAVC YouTube channel this podcast is based on

About Ryan Floyd

Ryan is a founding Managing Director of Storm Ventures, where he invests in, and works with, early-stage enterprise SaaS startups. His primary focus is applications and cloud infrastructure-related companies. He is always interested in hearing from passionate technology entrepreneurs. Ryan is a skilled writer and commentator on all things SaaS. He's written for Techcrunch, Sifted, Thrive Global and regularly contributes to The UK Newspaper. He's the host of the recently launched #AskAVC YouTube channel aimed at enterprise entrepreneurs. In each episode, he tackles a different issue relating to building and scaling B2B startups - topics such as pitching to an investor and tackling sales churn.

When he's not working with his portfolio founders, Ryan is active with Code2040, a nonprofit organization that creates pathways to educational, professional, and entrepreneurial success in technology for underrepresented minorities. And occasionally, he finds time for surfing!