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.
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Establish Sales-Product Feedback Loops
- Establish clear feedback loops between sales, customer success, and product teams to share customer insights effectively.
- Use tools and routine check-ins for idea management and to communicate roadmap status transparently.
Customer Success Under Product Leadership
- Integrating customer success under product leadership creates a customer-centric culture that connects development closely to frontline customer needs.
- Making customers tangible to engineers and involving customer success in product planning drives stronger collaboration and product focus.
Partnering Through Customer Crisis
- During COVID, a customer's business exploded online causing scaling problems that shut down products in stores.
- By partnering closely with the customer and combining product and customer success efforts, they solved issues collaboratively.