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Mindfulness
Prioritization
Personal growth and development
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 more challenging to stay in sync. Product and CS teams may seldom interact, leading to misaligned goals, misunderstanding priorities, and miscommunication with customers.
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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 for sharing customer feedback with Product, product teams are unable to build functionality to address the customer challenges.
Similarly, if the product team doesn't inform the CS team about the latest product decisions and developments, CS can't advise customers about the product.
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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 the qualitative and emotional aspects of sentiment and satisfaction.
Understanding both quantitative analytics and qualitative user feedback is essential to understanding the customer experience fully.
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"In fact, the confidence of the people is worth more than money." ~ Carter G. Woodson
Product and CS often fail to work together because of three key issues.
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