ProductLed Podcast
How monday.com's Customer Success and Product Teams Work Closely Together
Aug 27, 2024
Tom Ronen, the head of customer success at monday.com, shares insights on the synergy between product and customer success teams. He emphasizes the need for shared KPIs to focus on user engagement and customer satisfaction. Tom discusses fostering a culture of transparency, where communication flows freely and customer feedback directly influences product development. He offers advice for leaders in product-led organizations to prioritize collaboration and gives tips for customer success teams to ensure their voices are heard, helping drive feature improvements.
23:03
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Quick takeaways
- Collaboration between customer success and product teams is essential for leveraging customer insights to inform product improvements and align strategies.
- Establishing shared KPIs fosters mutual understanding and drives both teams towards common goals, ultimately enhancing user satisfaction and reducing churn.
Deep dives
The Importance of Collaboration between Customer Success and Product Teams
Collaboration between customer success and product teams is crucial for product-led companies as it leverages valuable insights from customer-facing teams. These teams have direct interactions with users, which can inform product improvements substantially. When customer success teams share feedback regarding product performance and user experiences, it helps the product team to align their strategies better with client needs. Conversely, when product teams communicate their goals and challenges effectively, it fosters a productive relationship that ultimately enhances the user experience.
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