Product Thinking
Episode 140: When Product Meets Customer Success, Miracles Happen with Bryan House, Chief Experience Officer at Elastic Path
Oct 11, 2023
Bryan House, Chief Experience Officer at Elastic Path, discusses the close collaboration between product and customer success. They explore how to build a customer-centric organization and improve collaboration between sales, customer success, and product teams. They also discuss their role in prioritizing customer feedback and involving customers in product development. Additionally, they highlight the positive impact of bridging the gap between product and sales teams in customer interactions and relationships. Finally, they share insights on incorporating customer anecdotes when presenting to executive teams.
37:51
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Quick takeaways
- Collaboration between product, sales, and customer success teams is crucial for understanding customer needs and prioritizing features.
- Storytelling is a powerful tool for effectively communicating the value proposition of products and creating a connection with stakeholders.
Deep dives
The Importance of Collaboration Between Product, Sales, and Customer Success
One key point discussed in the podcast episode is the importance of collaboration between product, sales, and customer success teams. The host emphasizes the need for feedback loops between these teams to ensure that valuable customer insights and feedback are shared with the product team. This collaboration helps the product team understand customer needs and prioritize features accordingly. By establishing clear communication channels and involving sales and customer success in product development discussions, companies can create tighter collaboration and alignment, leading to better customer outcomes and a more effective product roadmap.
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