How do you align your CS & Product teams?

Hi Hasso, in my previous job I had a lot of communication with CS to get update of the feedback from users. We had different touchpoints channels as:

• CS committee: Once or twice a month we met to analyze changes on the behavior of customers according with the platform and the new features we deployed.
• Data:I had access to CS dashboard where we gather insightful data to keep our testing and continuous discovery running.
• User Research: Twice a month we met with a group of users to analyze actual adoption and/or test new opportunities.

This way of working start getting good attraction and results.

For our customer facing data scientists, we have a constantly available slack workflow called “voice-of-the-user.” When they submit user feedback, they are asked to identify the company, the relevant product area, and other tags to help with some triaging automation when the note reaches Productboard. 

The only issue here is that we sometimes hear from CFDS that it can feel like “shouting into the void,” but that’s mainly a result of our less-than-rigorous notes processing in the past.