5 steps for strong CX/ product collaboration
The number one complaint I’ve heard from CX teams at tech start-ups over the years is about product — Why won’t they listen to me? why won’t they work on our feature requests? Why are they shipping without warning?
I would tell you there’s a magic solution but there isn’t. To some extent, this friction is healthy: product wants to SHIP while CX wants fewer customer issues and bugs.
Yet, it’s possible for things to work well and in relative harmony if you stick to five simple steps.
- Schedule weekly or biweekly meetings to go over forthcoming product updates. In these meetings, we need to:
- Discuss what changes are being made to the product
- Establish the possible launch dates
- Evaluate how the changes might affect customer experience (CX)
- Explain how CX can keep track of the release plan
- Coordinate a strategy to monitor the exact release date, so CX can prepare in advance
2. For significant updates, like completely new features, the product team should:
- Create a detailed project plan
- Assign a dedicated team
- Maintain a clear roadmap for reviews
- Expect and plan for post-launch issues, and allocate time to address these
3. You should also:
- Review and discuss our long-term product plans every quarter or twice a year
- Assess potential impacts on CX and gather feedback during these reviews
4. Regularly share and review data on customer experience. This includes:
- The number of customer support tickets
- The different types of tickets
- The frequency of tickets
- Trends in customer sentiment
- Opportunities to save money or enhance customer satisfaction
- Following this review, the product team can explore ways to address any identified issues
5. Lastly, arrange casual lunches between the CX and product teams occasionally, and consider implementing ride-alongs to foster a better understanding and collaboration.
What are your steps for success?
