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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.
Product and CS often fail to work together because of three key issues.
As product leaders, it is your task to build a great product culture.
This prevents ineffective product management and helps to reduce churn. Generally, it gives the people you work with the opportunity to grow.
The key to a successful product is a cross-functional team that supports every aspect of the Complete Product Experience (CPE). They understand their role in making the product successful and work towards fulfilling that role.
However, many companies do not understand the concept of a formal product team. Each group operates in a bubble. It may cause multiple difficulties such as:
This could lead to a product no one really wants.
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