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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"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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Mindfulness
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