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Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. After all, your customers are your best sounding board because they live the customer relationship every day. As CSMs and customer success leaders, it’s easy to get ‘too close’ to your project plans, issues, and implementation items that you lose sight of the bigger customer success picture. Taking a step back, asking for customer feedback, and then putting this feedback into action is a great way to re-center and re-focus on what is essential.
While it may seem as though CSMs go above and beyond for customers, they also provide a valuable service to customer success teams – and SaaS organizations in general. They are on the front lines of product usage, testing, and making sure solutions provide value. They have worked with every department within an organization and can tell you first-hand what the customer handoff process is like. As an organization, how can you know if something is wrong or off in your processes unless your customers bring it up to you? This is why gathering customer feedback is so important.
Here are some of the top things to keep in mind when gathering, reviewing, and leveraging customer feedback:
Want to learn more?
You can check out these additional resources from ClientSuccess to learn more about gathering customer feedback:
