How A Product Manager Can Keep Customers Happy
When Releasing A Major Product Update
Software Updates and Upgrades● Necessary to keep software up-to-
date and updated with the latest developments
● Cause frustration because of waiting for update, learning new functions and interfaces
● Often lead to customer dissatisfaction and as a result, churn
5 Mistakes Product Managers Make That Cause Customers Churn
1. Next-bench Syndrome- product managers often only speak to other employees about product specifications
2. Over-reliance on Sales and CIOs- salespeople and CIOs can provide valuable input, but may not necessarily have the customers’ best interests in mind
3. Negative User-experience (UX)- some of the benefits of software functionalities can be offset by a bad user-interface and difficult navigation
4. Too many features, too little onboarding- employees have access to, but no knowledge of, many of the features of the software
5. Insufficient Online Support Resources- support requests after software updates can overwhelm the technical support department. Effective online support can alleviate some of that support traffic
Tips To Skyrocket User Satisfaction
● Take the time to learn from end-users
● Use user feedback to improve the software
● Test and re-test software to identify problem areas in need of improvement
● Clearly identify product features and their benefits
● Invest in a support team for issues that cannot be solved by other means
Tools To Improve Customer Success
● Onscreen Guidance- onscreen guidance like WalkMe can help software users navigate through complex tasks without the help of a live person
● Customer Success Management Application- Gainsight monitors end-user activity in a vendor’s application, helping vendors spot potential problems and user dissatisfaction
Conclusion ● Gather and act on user
feedback to improve software ● Clearly identify software
features and their benefits● Test software to ensure
successful implementation ● Provide onscreen guidance to
help users through complex tasks
For more tips on maintaining user satisfaction while
updating software, visit the SpechTechular blog at
spechtechular.walkme.com and download the free white
paper