CSM Practice - The Customer Success Podcast

Making Your Product Roadmap Customer Centric

August 11, 2023 Irit Eizips & CSM Practice Season 2 Episode 29
CSM Practice - The Customer Success Podcast
Making Your Product Roadmap Customer Centric
Show Notes Chapter Markers

Join us for an enlightening podcast discussion as we explore the path to achieving superior customer success through product-centricity. Are you wondering how to align customer success with your products and create a customer-driven, customer-oriented, and customer-focused approach? Can customer centricity truly be accomplished without causing disruption for your development and sales teams?

In this episode, we engage in a thought-provoking conversation with Alex Farmer, Founder of Customer Success Excellence - The Customer Success Awards. Alex recently developed a groundbreaking framework that offers a roadmap for businesses to achieve customer-focused products. By adopting a customer-centric approach, he successfully aligned customer success with the product lifecycle.

During the discussion, we'll explore the following key topics:

  • A brief introduction to the framework - Optimizing product roadmap lifecycle with Customer Success.
  • The driving force behind Alex Farmer's creation of a customer-centric product roadmap.
  • Identifying and overcoming roadblocks and challenges in implementing this innovative framework.
  • Strategies for removing friction in the customer journey to enhance overall success.
  • Understanding the rationale behind giving 50% share to Quarterly Roadmap Prioritization.
  • The significance of Monthly Enhancements Request Review and why all bugs aren't treated equally.
  • Step-by-step guidance on how to effectively implement Alex's customer-centric framework, involving engaging the product team, leveraging the arena, and sharing data insights.

Don't miss this compelling episode, where we delve into the realm of customer centricity in a product life cycle and seek answers to the most pressing questions from an industry expert. Plus, stay tuned for a critique of the framework on LinkedIn, offering additional insights and perspectives!

Watch the full video on YouTube: https://youtu.be/Nk7gwqvsdpA


Additional Resources

Download Alex Farmer's Slides: Optimizing Product Roadmap Lifecycle with Customer Success

🎥 Video: Want to be CUSTOMER-CENTRIC?

🎥 Video: How to Be a Customer-Centric Organization

🎥 Video: ROADMAP To Becom


Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here

3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn


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Roadmap Prioritization
Process Input
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