Product Development Insights

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An outcome of all of your customer success activities—rigorous onboarding, inbound support request capture, and proactive monitoring—will be a wealth of information on what customers like about the product, and what they don’t. Customer success uses this information to resolve issues and enable success, but it’s also important to feed this intelligence back to the product development organization. If certain features are hard to use, and create a large amount of inbound support requests, product and engineering can prioritize refactoring those features. That will in turn not only reduce the support resources needed to paper over that issue, but will ideally enable more success, creating happier customers who are less likely to churn (and more likely to generate positive word of mouth).