This company is failing in four key areas: leadership, product, customer experience, company culture
Leadership:
- Egocentric CEO who would rather throw employees under the bus than admit his product is not stable
- Senior leadership is disorganized and breeds a culture of finger pointing
Product:
- The product as a whole is incredibly buggy, new features are rolled out without addressing previous bugs, leading to a never ending backlog of issues
- In order to benefit from the full capabilities of the product, end users are expected to learn the CEO’s home-grown programming language (CQL), which most customers are unable to comprehend
- The software is sold as turn-key but most customers spend months and months trying to implement
Customer Experience:
- Customers are becoming extremely frustrated by the lack of addressing existing platform bugs, leading to increasing churn
- Senior leadership will publicly blame the customer experience team for churn, instead of looking inward at the true cause of customer dissatisfaction… the product
Company Culture:
- You’ll see LinkedIn posts about how amazing it is to work for ChartHop, yet employees are either leaving voluntarily in droves, or being exited
