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Episode Info: Des is the COO of Intercom, a customer relationship management and messaging tool for web businesses. He works daily with Intercom customers and other startups to understand their businesses and help them grow. The Intercom blog, written in a large part by Des, is a wonderful resource for startups and companies focusing on how to improve their customer service and understand their audience better. Des talks with us about wading through your company's statistics and data in order to find the nuggets of insight that can make the difference. He also talks about not getting carried away by reams of data for the sake of data, but instead focusing on identifying metrics that can change the customer's lifecycle including retention and activity.
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