...was a customer. Nope. It was an expense report software company. And we had that classic. I mean, we were all sitting in one room together in San Francisco. The whole company was like 30 people. And yet there was so much blame game and finger pointin

...a customer journey map. And at each stage we think about what is the person thinking and feeling? Are they excited at this point? Are they overwhelmed by how much work it's going to be to get set up? What if you're requesting a piece of collateral, w