Feedback Collection and Advocacy Playbook

Utilize opportunities for customers to provide feedback at various stages of their journey, including onboarding, during product usage, and after support interactions. Use multiple channels such as surveys, email, in-app messages, and phone/zoom calls.
Analyze user behavior and product usage data to identify areas of friction and opportunities for improvement. For example, you can use data to pinpoint drop-off points or underutilized features.
Encourage customers to provide feedback during support interactions or customer success meetings. Agents and CSMs should actively seek feedback and listen to customer concerns.
Understand which accounts have provided feature requests and product enhancement ideas. These requests should be reviewed and prioritized with product, and progress should be reported back to the customer if this work is actioned by product/engineering teams.
Consolidate feedback from various sources and analyze it to identify recurring themes, pain points, and opportunities for improvement.
Regularly communicate customer feedback to the product development team. Advocate for customer-driven product improvements and enhancements.
Use feedback forums, issue tracking systems, and project management tools to document and prioritize customer requests. Collaborate with product and engineering teams on the resolution of issues.
Share customer success stories, case studies, and testimonials internally to illustrate the impact of customer-centric practices.