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Mind the Product

Customer

How behavioral economics can improve product strategy

Product Roadmap

Why most product roadmaps fail: Phil Hornby (Product Leadership Coach) – ProductTank Porto

B2B product management

Artificial Intelligence (AI) & Machine Learning (ML)

Building Product Teams

Business Strategy

Data Driven Product Management

Digital Transformation

Diversity and Inclusion

Minimum Viable Product

OKRs

Prioritisation

Product Design

Product Research

Product Development Process

Product Ethics

Product Discovery

Product Leadership

Product Management Career

Product Strategy

Stakeholder Management

🌎 <a href="https://www.mindtheproduct.com/world-product-day/" style="color:#FFFFFF;text-decoration:underline;">Happy World Product Day!</a> Be sure to celebrate product, yourself, and your peers today! 🎉

Join us at #mtpcon London in 2025 – mark your calendars

Connecting fans to creators at Spotify (Dariusz Dziuk, Product Lead, Spotify)

Why teams often struggle with OKRs: A conversation with Jeff Gothelf

Deep dive: Crafting your product vision and mission

5 ways to invent and simplify as an AI/ML product manager

Ian Haynes is a digital marketing specialist and has successfully deployed over 500 pages of content as a ghostwriter for businesses of all sizes. He believes that for people to truly value your business and perceive it as a brand, your content needs to do much more than just inform, it needs to talk, engage, and convert. Outside of his work, Ian likes exploring Brooklyn with his Labrador.

Ian Haynes

<p>This spotlight session was sponsored by Pendo at #mtpcon London 2022. Here, Hannah Chaplin and Niamh Jones discuss how we can turn customer success into product success – both crucial factors for a brand&#8217;s growth and product performance.</p>
<p>Watch this video or read on for key highlights from the talk.</p>
<h2>Why product teams should care about customer success</h2>
<p>Products should work closely with customer success because the customer success teams are a direct line to your users and their pains. Moreover, they are the best advocate for customers&#8217; voices. Sharing the data and information through conversation can reduce pressure and workload from product teams. Products and customer success teams should work together and create a customer-centric product with the help of following</p>
<ul>
<li>First, you should think about why you care about customer success</li>
<li>Make data your common language</li>
<li>Create a customer feedback process.</li>
<li>Create and share a roadmap for customer success</li>
</ul>
<h2>Tips for making better product decisions for happier customers</h2>
<p>Customer behavior and reaction are excellent indicators of product success since they guide you towards better product decisions.</p>
<p>Use the following tips to make efficient product decisions and ultimately make customers happy:</p>
<h2>Tip#1 Make data your common language</h2>
<p>You need to understand how customers use your product and what your customers are expecting from the product. One way is to look at the data. It shows you how best to support your customers and make it a personal experience. Significant benefits include better retention, quicker time to value, smoother onboarding, and more.</p>
<ul>
<li>You can utilize the data by dividing it into categories.</li>
<li>Product usage (What customers are doing)</li>
<li>Customer feedback (What customers are saying)</li>
<li>In-ape onboarding (How customers value)</li>
<li>Net promoter score (How customers are feeling)</li>
</ul>
<h2>Tip#2 Create a product feedback process</h2>
<p>Feedback is crucial. It’s how you get to know the customer response, product performance, and other elements. However, you have to follow a process to benefit from the product feedback process. Here’s wha you need to do:</p>
<ul>
<li>Gather all product feedback from customers in one place. It helps you to create a roadmap for product development and benefits for product discovery</li>
<li>Agree on a process together means take all the stakeholders and team members in confidence. It will allow you to use different skills and experiences to create a perfectly balanced product</li>
<li>Gathering feedback is crucial, but you cannot review every piece of feedback.</li>
<li>Create a product feedback policy to set expectations for customer success.</li>
</ul>
<h2> Tip#3 Empower your customer success teams around roadmap</h2>
<ul>
<li>Share the vision</li>
<li>Explain what you are building and why</li>
<li>Talk to customers about your roadmap and vision</li>
</ul>
<p>Transparency is essential for product performance. When considering the right transparency level for your business, choose what works best for you.</p>
<h2>Wrapping up</h2>
<p>Recognize that customer success depends on good product development and data used as the common language. Product is a team game and all these elements come together to put customer success on the roadmap. Always, keep the communication constant so that customer success is heard and you get the data you need.</p>
<h2>There&#8217;s more where that came from!</h2>
<p>Explore more <a href="https://www.mindtheproduct.com/mtpcon/london/2022-event-recap/" target="_blank" rel="noopener">#mtpcon London 2022 content</a>, or use our <a href="https://www.mindtheproduct.com/content-a-z/" target="_blank" rel="noopener">Content A-Z</a> to find even more product management insights.</p>

core/freeform

Product Management Conference

Product teams in flux – Pendomonium+#mtpcon roadshow: Berlin

AI in practice at Berlin’s leading companies – Pendomonium+#mtpcon roadshow: Berlin

AI in practice at Amsterdam’s leading companies – Pendomonium+#mtpcon roadshow: Amsterdam

Product teams in flux – Pendomonium+#mtpcon roadshow: London

AI in practice at London’s leading companies – Pendomonium+#mtpcon roadshow: London

What’s next for product management in 2024? Nichole Mace (SVP Product and User Experience, Pendo)

“You’re not as competent as you think” 5 lessons from Ken Chin on navigating a product career (CPO, Spark Networks)

Perspectives from an unconventional CPO – Yuelin Li (CPO, Onfido)

The future of product management – Trisha Price (CPO, Pendo)

The future of product management in 2024 and beyond (Brian Walsh, SVP Product, Pendo)

Turning customer success into product success by Hannah Chaplin and Niamh Jones

Ian Haynes