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How to develop a growth mindset
How to think creatively and outside the box
How to embrace change
How can Customer Success can “be a better bestie”?
CS can ensure feature requests are submitted correctly. They can train themselves on how to properly communicate product changes to customers. CS can prevent unnecessary friction with Product by pre-emptively reviewing the feature requests and bugs that are being submitted.
They can also make certain that items are prioritized correctly, have the right amount of details (such as Screenshots), and are classified appropriately. CS needs to stand behind its product team and support it.
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Communication ≠ alignment
How to align -- or at least start down the path of working in a more structured way:
- Establishing a regular cadence of meetings between representatives of CS and Product that has a specific agenda and outcomes
- Documenting and communicating the goals and metrics of these two gro...
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Having the CS and Product on the same page
To get product and CS on the same page doesn’t mean setting up a weekly meeting between these functions or a joint slack Channel.
A good starting point is to review the current agenda and purpose of the regular CS/Product meeting. CS teams need to embed themselves more into the pro...
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Under Pressure
- For a CSM, losing a customer can be catastrophic for the company but also give that CS person a black mark on their career.
- For a Product Manager, a failed product release can also put the future of the company at risk and setback its career progression.
Before you send a...
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Best joint meeting practices:
- Go through the roadmap to see if anything has changed. Discuss what has been moved up or pushed back.
- Discuss high priority customer features and confirm the prioritization and next steps
- Confirm what is in the next release and the impact that this will have on customers ...
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CS and Product: "You complete me"
There is an overarching desire for the two functions to strengthen their ties and work more closely together. There is even talk of having customer success and product merge which may make sense in some organizations.
Becoming true partners requires that each group give a little mo...
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Broken Telephone
The teams that struggle the most seem to be playing a big game of broken telephone. A recent survey by Useriq backs this up with 25% of the survey respondents not knowing their churn rate.
If you have any doubt in your mind, tell your leader and push for action. If you are in either of the...
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