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Mindfulness
Prioritization
Personal growth and development
Varied understandings of the customer experience
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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A productive relationship between CS and product teams
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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52 reads
Similarities between Product and CS
- 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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22 reads
Rapid scale cause silos
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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28 reads
Poor communication
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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27 reads
CURATED FROM
CURATED BY
"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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Related collections
More like this
Customer Experience vs. Customer Success
Customer Experience (CX)
- Considers the customer from the very beginning
- The CX team relies on understanding how the customers think adn feel towards the company
- Every interaction performed whether human or digital, feeds into the understanding and devel...
Gather customer feedback
Engaged customers will provide feedback that can give a fresh perspective on the company and help improve customer satisfaction rates.
Use short questionnaires and surveys to ask questions that will offer the most precise answers. With short but detailed questionnaires, a c...
How to go into practice?
The feedback that a startup receives in its experiments
can be qualitative (which product options they like and which they don't)
or quantitative (how many customers use the product, the number of registered users).
The Lean Startup concept is based on a Build-Measure-Learn fe...
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