The Customer Success Economy

9Product: Design from the Start for Customer Success

The best way to make Customer Success happen is to “build it” into the product itself from the start. That means not just delivering an outstanding product, but building in the listening and follow-up methods that will allow your company to take customer feedback about problems with the product and act on that feedback quickly and successfully. We believe so strongly in the impact of baking CS into the product that we'll posit that the transformation of Product teams could be a solution to our societal challenges with technology.

Why Do Product Teams Need to Change?

Before we dive into how Product teams need to change, let's dig into the why. Why do Product teams need to change how they work to create better client experiences and outcomes? As someone who studied a lot of philosophy in college, Allison is constantly thinking about the deeper subjects in life, such as ethics and meaning. She believes that a liberal arts perspective can be useful in Product Management, where we can couple a humanist perspective with technology to create amazing outcomes and experiences for clients. Here's what she has to say on that topic:

As a COO, I'm always trying to figure out how to get a ton of things done in a short amount of time. I'm constantly thinking about how to do more with less. The danger for someone like me is that when you give them technology, the standard for what counts as “efficient” dramatically increases. Figure 9.1 ...