The document discusses how product and customer success teams can work together to help customers and the product succeed. It recommends strategies for alignment like bi-weekly meetings and shared KPIs. It also emphasizes leveraging customer insights from discovery calls, feedback tools, and understanding customer pain points to influence the product roadmap. Finally, it discusses creating a customer-centric product through charter customers, customer-centric solutions, transparency, and aligned KPIs focusing on time-to-value, retention, NPS, and churn.

1. 1Page
How Product and Customer Success
Can Work Together to Help Your
Customers (and Your Product) Win
Scaling
Customer
Centricity:

2. 2Page
Heading Two Heading FiveHeading FourHeading TheeHeading One
Nick Fields
Manager of Customer
Success, ProductPlan
Today’s Panel
Emma Medjuck
Director of
Product, AppFolio
Erica Akroyd
Product Manager,
Pendo
Andre Theus
VP of Marketing,
ProductPlan

3. 3PageIMAGINE
Agenda
● Introduction
● Aligning Product
and Customer
Success
● Leveraging
Customer Insight
● Live Q&A
Submit questions at any
time during the webinar!
● Creating a
Customer-Centric Product

4. 4Page
&
Introduction
How do I maintain
Customer-Centricity
in a new product
role?

5. 5Page
Are you in
Product Management or
Customer Success?
Poll

6. 6Page

7. 7Page
Aligning Product and
Customer Success
7Page

8. 8Page
Alignment Strategies
Bi-Weekly
Meetings
Consistent
Communication
Shared KPIs
Integrated
Processes
Prioritization
Techniques
Mutual
Understanding

9. 9Page
How often do your
Customer Success and
Product Management
teams sync up?
Poll

10. 10Page

11. 11Page
Leveraging Customer Insight
to Drive Growth
11Page

12. 12Page
Leveraging
Customer Insight
Closing
Feedback Loop
● Discovery calls
● Site visits
● “Jobs-to-be-done”
● Customer feedback tools
● Understand and respect
contact ownership
● Communicate the ‘why’
● Align on themes
● Solve for pain points

13. 13Page
What % of your roadmap is
influenced by feedback
from Customer Success?
Poll

14. 14Page

15. 15Page
Creating a Customer-Centric
Product
15Page

16. 16Page
Charter
Customers and
Beta Groups
Customer-Centric Solutions
Define
Strategic
Vision
Maintain
Transparency
Set Aligned
KPIs

17. 17Page
Time-to-Value
Net Revenue
Retention
NPS
Churn %
KPI Breakdown
Qualitative Quantitative

18. 18Page
Live Q & A

19. 19Page
Thank You.
& Get a product demo
or check out our great content.
www.productplan.com
www.pendo.io
www.appfolio.com