The product and customer success (CS) teams are in constant need of more communication. CS is on the front lines, hearing requests from customers and often feels at the mercy of what Product is building. At the same time, Product should find CS’ experience in the field immensely valuable for identifying the right product roadmap to focus on. To improve, consider:
1. Give product a view into CS weekly updates
Customer Success is often swimming through a mess of customer issues. Whether bugs or unanticipated use cases, they are on the front lines helping customers use the product. If you are using a product likewhere each Account Manager is giving a quick recap on their top customers and issues encountered, consider adding someone from product to be CCed.
2. Have a clear feature and bug submission process
Make it easy for Account Managers to submit feature requests and bugs. Sometimes this just goes into a spreadsheet, which is fine as long as there is a process by which Product reviews and shares feedback with CS. The most frustrating part of the process is when CS submits items and feels like they are now lost in the abyss.
3. Give product access to the CRM
Instead of having a middleman constantly pull reports with metrics that can be valuable for product, I’d recommend just reserving a seat in your CRM for the product team. They should be able to login, see reports and export data in any way they want so they can dive deeper into it using Excel. Transparency of data leads to less tension between the teams.