Alignment between Product and Customer Success

Collaborative communication plays a huge role in the success of customer success and product management team alignment.

There are so many reasons why this is true. When Customer Success and Product are aligned, here are some of the magic that happens:

• We (the company) can push features that customers actually want, as there would be alignment on what “Customer Centricity” means internally
• We can maintain a better pulse on and relay feedback from the customer. At my company, we share customers stories on a daily basis so that everyone from the engineers to the CEO to the sales representatives can better understand our customers and put themselves in their shoes.
• We can better manage expectations with the customer (for example, understanding upcoming features on the roadmap) and create a strong bond/trust between the business and the customer.

Recently, I was featured on UserIQ’s CS + PM video series — check it out! https://www.youtube.com/watch?v=1ZYm0k_MjFs&feature=youtu.be

In our interview, we talk more about the role collaborative communication plays in the success of team alignment, and some of the most critical types of communications that should be taking place between these two teams.

Also, UserIQ gathered tons of insight from their 2019 Customer Success + Product Management Alignment Report, and I’m helping them dig into some of the key findings in their CS + PM interview series. Check it out! http://bit.ly/2mXuOXs