By Alex McDonnell, Client Insight Lead, Eigenworks
As a Customer Success leader, you likely feel that no one knows your customers better than you.
You talk to them every day. You answer their questions. You hear what they like and don’t like about your product. You monitor their feedback on community forums, you create spreadsheets listing their feature requests. You’re in touch.
And as a result, you gather rich, customer-inspired insights for your product. I’m sure you bring these insights forward to the product team.
But I’ve watched CSMs struggle to get this feedback onto the product roadmap. Even though it’s amazing, high-res, front-line customer data, there’s no guarantee it will influence future iterations of your product.
I’ve watched this and wondered: Why the disconnect? What’s going on?
Maybe you’ve wondered the same thing, and if you have, I’m curious to hear your thoughts.
I’m going to be conducting research onsite at Gainsight’s Pulse 2019 event and asking people about this question:
“Why doesn’t my customer feedback make it onto the product roadmap?”
If you’re going to be at Pulse and you’d like to share your insights, I encourage you to sign up for a short interview with me onsite.
We’ll meet at the Eigenworks booth (S3) and take about 20 minutes to chat. To show our appreciation for your participation, we’ll give you a $50 Amazon gift card or a donation to the charity of your choice. And, of course, we’ll send you the final results.
I’ll like to get your insight into questions like this:
- When your customers give you product feedback, what is your process for passing it along to the product team?
- Do you have a designated place to put feedback and analyze it?
- Are you able to map feedback to customer outcomes and to incremental value?
- Do you feel like the feedback is thoughtfully considered?
- What are the internal competing priorities for new feature requests?
- Do you know what happens to your customer feedback? Can you track its progress through the system?
Even if you don’t have time to book an interview with me, you can still get the findings from this research by signing up here.
Eigenworks will analyze the interviews for themes, post-Pulse, using our new framework for digging into how decisions are made. We’re parsing qualitative data for specific decision factors and rolling them up into larger themes.
Want to learn more? Come hear Alan Armstrong, Eigenworks CEO, speak in the Innovation Theater on Thursday, May 23 at 10:45 a.m. about “Your Customers are Lying to You: How to Get the Truth About Why They Grow and Why They Churn.”
See you at Pulse!