Get your product and customer success teams on the same page to improve net retention

News Summary

  • In many companies, the product and customer success teams are separate entities, and when they don’t work together, there will arise a dynamic that can cause all sorts of problems for the customer, which can lead to dissatisfaction and churn.Most companies can’t afford these issues in an economic downturn.
  • As a result, product teams found themselves largely disconnected from customers and often relied on external research or second-hand information on what customers needed instead of actual customer feedback.
  • At one of my previous companies, there were 14 hand-offs between different functional groups, including sales, onboarding, customer support, professional services and account managers.
  • Protecting and growing your existing customer base is the most cost-efficient and expedient path to success for both you and your customers.
  • That many hand-offs creates a big margin for error in the customer experience — not to mention a lack of ownership when something goes wrong.
  • In some companies, the customer may face a dozen hand-offs between signing the contract and getting to their implementation.
Its easy to say things like Were customer obsessed, but statements like that are hard to actually execute. In many companies, the product and customer success teams are separate entities, and when th [+2854 chars]