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: Product needs to respond quickly to competitive developments, bugs or feature requests. CS needs to be available to customers to respond to issues.
- Both teams thrive with a product-led mindset: Product teams play an ongoing role in the business's success. CSMs leverage the product to drive loyalty and competitive advantage.
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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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