Feedback, Whats the point
Expert 
Feedback, what's the point?
As a customer success professional I believe how we handle feedback is crucial to success. Over the next few weeks I will be discussing different topics relating to feedback
For me actioning feedback is everyone's responsibility but I believe CS should act a facilitator ensuring it gets passed to the relevant department. They should be the link between the colleague who received the feedback (regardless of the source) and the department responsible actioning the feedback. For me this is key for a couple of reasons
· Able to identify trends across the company
· Ensure feedback is actioned and logged correctly
· May be able to apply the outcome to other problems their customers are facing
I understand the above is not always possible depending on the size of the CS team within that company but I believe it is something companies should strive for.
I would love to hear other people's thoughts
As a customer success professional I believe how we handle feedback is crucial to success. Over the next few weeks I will be discussing different topics relating to feedback
For me actioning feedback is everyone's responsibility but I believe CS should act a facilitator ensuring it gets passed to the relevant department. They should be the link between the colleague who received the feedback (regardless of the source) and the department responsible actioning the feedback. For me this is key for a couple of reasons
· Able to identify trends across the company
· Ensure feedback is actioned and logged correctly
· May be able to apply the outcome to other problems their customers are facing
I understand the above is not always possible depending on the size of the CS team within that company but I believe it is something companies should strive for.
I would love to hear other people's thoughts