Customer Quote by Keith Rabois
“Treat customer support as a product.”
About This Quote
Source Speech: Startup Advice Talk, Keith Rabois, 2015
Viewing support as a product means applying product thinking—roadmaps, metrics, continuous improvement—to service teams.
In simple terms: Treat support like any other product.
Key Takeaway
Invest in support as a strategic asset.
Themes
customer experience
product management
service design
Mood
strategic
pragmatic
Type
business
operational
When to use this quote
- launching a SaaS platform
- scaling a call center
- designing self‑service portals
Key Concepts
product lifecycle
user centricity
continuous improvement
Questions to Reflect On
- How can you give support teams product ownership?
- What metrics best reflect support value?
A Different Perspective
Support teams often lack authority to prioritize changes without executive backing.
