#updateai #customersuccess #saas #business Host Josh Schachter, Co-founder & CEO of UpdateAI engages in a fascinating conversation with Leah Bauman, the Head of Enterprise Product Alignment at monday.com. Josh and Leah delve into the innovative approach that monday.com takes to align customer feedback with product development, highlighting the importance of the voice of the customer in guiding product roadmaps. Leah shares the evolution of her role from a sales background to spearheading a transformative process that bridges the gap between client-facing teams and product development. She also shares the challenges and successes she faced while prioritizing customer needs. This episode is a must-listen for anyone looking to understand how leading SaaS companies can effectively harness customer feedback to drive innovation and achieve sustained growth. Timestamps 0:00 - Preview & Intros 4:11 - Leah's role and background 10:40 - Evolution of Voice of the Customer at Monday.com 16:30 - Aligning sales, CS, and product teams 19:20 - Handling Customer Feedback 26:40 - Closing the loop on customer requests 27:45 - Differences in expectations between product and client-facing teams 28:40 - Balancing client requests with product innovation 33:45 - Steps to improve VOC systems ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Leah Bauman: https://www.linkedin.com/in/leah-bauman-670ba615/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠ ________________ Keywords: How to keep your customers happy, Unchurned podcast, Leah Bauman, UpdateAI, enterprise product alignment, product feedback, product roadmap, client expectations, voice of the customer, product management, SaaS, customer centricity, Monday.com, work management platform, client-facing teams, customer success, sales, customer insights, VOC culture, customer feedback, product innovation, product design, client personas, customer relationship, cross-functional collaboration, hackathon, product features, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.

Ask this episode

“What did the council decide on item 42?” — answered with the speaker and the moment.

Transcript

Related