GGR Blog - How to Create an Effective Feedback Loop Between Customer Success and Product Teams

Heather Wendt
Heather Wendt HLAdmin, Member Posts: 315 Gain Grow Retain Staff
GGR Staff 5 Likes First Anniversary 5 Insightfuls

This week, @llitton (Laura Litton) shares some practical strategies to build an effective communication pathway between CS and Product. This relationship is vital in ensuring customer needs are understood and then accounted for as new releases, updates, and add-on's are created, and if this process is not effective, a lot of frustration occurs for everyone, including your customers.

Change can be difficult, especially if a process is in place but is not meeting needs. Laura shares her key takeaways from a similar situation to help as you look at whether your communication process can be improved.

Read the blog here

What are some ways you are strengthening the feedback loop between CS and Product to better understand and meet customer needs?



  • colin-userlot
    colin-userlot Member Posts: 8 Navigator
    First Anniversary First Comment Name Dropper

    I'm a big proponent of tools like this with browser extensions so you can capture the feedback 'in place' with backlinks to the source!

    I also think it's valuable that the PM side help drive this as it's such a valuable resource to have, particularly when you're about to set up a bunch of discovery calls - Being able to go to one place and see who you should involve is vital!

    We've been using Jira Product Discovery as we're an Atlassian shop basically :)

Leave a Comment

Rich Text Editor. To edit a paragraph's style, hit tab to get to the paragraph menu. From there you will be able to pick one style. Nothing defaults to paragraph. An inline formatting menu will show up when you select text. Hit tab to get into that menu. Some elements, such as rich link embeds, images, loading indicators, and error messages may get inserted into the editor. You may navigate to these using the arrow keys inside of the editor and delete them with the delete or backspace key.