Logical View : You are on the front lines of direct interaction with existing and prospective Logi customers. What impresses you most about them?

Tad St Clair: What is impressive is the broad scope of experience in our customer base. Besides a vast cross-section of end users, there are also many different types of developers and designers, each with their own manner of testing the limits of our product and pushing it to its maximum potential.

Because of the almost limitless spectrum of the customers we have, we are able to learn new things from them as often as we solve their issues. The fact that our product is Web-based has brought some new twists to many seasoned database professionals’ daily activities. It is fun mentoring them through the process of learning a new technology. It is equally fun to learn a new method or approach from them.

LV:Our customers are not shy about saying what is on their mind. Based upon their comments, what makes them happiest about our product and tech support services?

Tad StClair: As with any application issues, I think it is the speed and accuracy of the response that dictates happiness levels. I also believe that our ability to fill in the knowledge gaps increases their goodwill towards us. For example, many of our users are hard-core developers who do not have time to spend on the graphic, color, and styling details of a Web site. Some are altogether new at working within a Web environment. Our ability to lead them through the initial steps with styles sheets and Web development principles has been a great aid to them.

LV: As an experienced problem-solving professional, what factors and processes contribute to your ability to help customers?

Tad StClair: The most important things one must do in support are listening and learning. The scope and depth of some of the customer support issues can run fathom-deep. The complexity of an issue can lurk between the lines of a 5-sentence email, whereas answers can only be summoned from working experiences.

Also, the core LogiXML team members have remained constant through no turnover; this adds to our ability to get to know customers and solve their particular issues in a fast and accurate way. Lastly, as a worker bee, I am glad that my managers make themselves continually available to help me solve the issues at hand. This too greatly contributes to my ability to be a reliable partner for my clients.

LV: As you review the component of the new 8.2 product upgrade, what features do you think can immediately be of value to our customers?

Tad StClair: Two of the newest features are the tabs and text clouds. I believe the tabs element will be the hottest enhancement, allowing customers to show a multitude of information on a single page. Imagine having a data set, graphs, and analysis all on the same screen: these pieces can easily be tabbed through without having to scroll down or jump through a series of menus. The tab element just takes our product’s user-friendliness up a substantial notch.

The coolest feature we have added is the text cloud element. This shows a graphical representation of data looking like a word jumble. This jumble can have varying degrees of styles added to it to accentuate certain portions of data. For instance, if you needed to display the most viewed item on your Web site, the text cloud would give you an immediate and unique way to see it. This feature definitely is a useful and dynamic visualization tool.

LV: You are generally at the office early and leave late. What do you do outside the office to help you stay so upbeat?

Tad StClair: I play in the local men’s baseball leagues in the summer and early fall. I used to play golf on a regular basis, hitting balls on the range at least three times a week as well. Due to the location of LogiXML, golf has become a no-go since I started working here! Other than that, I just spend time with my friends and family.

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