ON TODAY'S EPISODE:
Navigating the delicate balance of incorporating user feedback into product development is no small feat. This week on Impact Weekly, Johan and Lincoln unpack the complex dynamics of feedback loops in the world of Customer Success Management (CSM). They offer their seasoned perspectives on distinguishing valuable insights from noise and emphasize the critical nature of closing the communication loop with both customers and internal teams.

THIS WEEK'S QUESTION:
“What's the best approach when collecting the feedback from sales and the CSM team? How do you find the balance between listening to clients and sticking to your roadmap?”

TOPICS BEING ADDRESSED:

• The art of discerning actionable feedback from the noise and how to prioritize it within the product development cycle.
• Strategies for managing customer expectations when they provide feedback and the reality of product feature implementation.
• The importance of communication in closing feedback loops internally between Customer Success, Sales, and Product teams.

QUOTES:
Johan Nilsson (00:27:00): "When they give feedback, they're opening up. We need to be extra careful to really listen and understand."

Lincoln Murphy (00:28:00): "Making customers feel heard is a huge part of human communication. It's not just about the feedback, it's about their experience and context."

Lincoln Murphy (00:30:00): "An open loop with the customer is way worse than being told 'no'—it leads to overthinking and negative speculation."

Johan Nilsson (00:32:00): "We need to avoid spamming our product team with everything; prioritize the feedback that aligns with our highest goals."

Lincoln Murphy (00:33:00): "Be clear with customers that their feedback is a request, not a promise. Honesty and transparency are key in managing expectations."

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

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