ON TODAY’S EPISODE:
The relationship between customer success and product is crucial in ensuring that the right decisions are made to make the product a success. In this week’s episode, Johan and Lincoln dive into the topic of Customer Success and Product collaboration. They discuss the role of CSMs in providing feedback and valuable insights, as well as the importance of having a structured process for communication between the two teams. They share tips on how to make the most of customer success interactions and how to improve the overall customer experience.

THIS WEEK’S QUESTION:
“What is the best way for Customer Success and Product to collaborate? How should product feedback be fed back from Customer Success to Product in a consistent and structured way so that the right product decisions can be made?”

TOPICS BEING ADDRESSED:
* The role of Customer Success Managers in providing feedback and insights to Product teams
* The process for CSMs to communicate valuable customer insights to the Product team
* The relationship between Customer Success and Product and how to collaborate effectively to make the right product decisions

QUOTES:
Johan Nilsson (02:42): “Maybe 5% of feature requests will actually become a feature”

Lincoln Murphy (05:39): “The user that you're talking to didn't necessarily want to switch to your product”

Lincoln Murphy (07:11): “It’s  better if we have a system for collecting feature requests that the community can vote on.”

Lincoln Murphy (07:46): “You want to make sure that they feel heard, but without thinking that by being heard that it's going to be implemented.”

Lincoln Murphy (09:26): “There's an opportunity there for  the product side to sort of be a little bit more transparent in how these decisions are made.”

Johan Nilsson (11:17): “Passing things on to product and kind of excusing our product for not having that feature will not help you either.”

Lincoln Murphy (12:43): “As part of that trusted advisor role there's an expectation that the CSM is going to be advocating for the customer behind the scenes”

Lincoln Murphy (14:20): “There needs to be an internal path for this information to be conveyed from customer success to product”

Lincoln Murphy (19:15): “Make a little compliment sandwich, share an interesting use case, then an issue that needs to be addressed, and then a piece of positive feedback.”

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

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