Learn more about business with this collection
Mindfulness
Prioritization
Personal growth and development
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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MORE IDEAS ON THIS
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
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...
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31 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
IDEAS 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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