Three challenges that hinder CSM and PM collaboration | Pendo Blog - Deepstash

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Product and CS often fail to work together because of three key issues.

Three challenges that hinder CSM and PM collaboration | Pendo Blog

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In the world of software as a service (SaaS), the distance between the Product team and the Customer Success team may appear to stem from competing priorities.

However, a close-up look reveals that the interests of the two teams are very similar.

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When companies are just starting, the responsibilities of the teams overlap. Product speaks with customers. CS helps with product testing. As a result, it's easy for teams to be collaborative and agile.

But when organisations scale, teams find it mo...

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The poor communication caused by siloed teams is frustrating for internal teams and impacts your product experience.

The product teams rely on the conversations CSMs have with customers to inform their roadmap and inspire innovation. But if the CS team doesn't have a forum ...

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CSMs spend their time talking to customers about the business challenges they're trying to solve.

Product teams don't get one-on-one time with customers. Instead, they use analytics to try and understand the customer experience. Analytics is vital but lacks...

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  • Both teams focus on the customer experience: Product focus on the "why" of customer needs. CS drives the experience throughout the customer journey. It builds loyalty, drives expansion, and cause retention.
  • Both teams need to be agile and adaptable: ...

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