Customer Experience. Who cares ? Image Courtesy : As a product manager, you are always stuck with the discussion around customer acquisition, retention and revenue. It’s always a battle between a new feature release or to spend time in fixing the current customer experience. Customer Experience always comes first for a product manager. But a product manager deals with many different departments in a company to make sure that the product is.
It’s the product manager who is not taking care of all the product issues and getting it resolved with technology teams. Product Manager : I have informed the technology teams including the CTO many times and even told that, the customers are getting hurt. but they are busy in scaling the system and some of the tech guys are not able to fix the payment workflow. I want to tell ….. (.
successful and the customer is happy. But when things go wrong and he wants to fix things, he calls for a meeting with CEO (Chief Executive Officer), CTO (Chief Technology Officer), COO (Chief Operations Officer), CMO (Chief Marketing Officer) and he himself tries to steer the meeting so that the customer experience is improved and all the figures and graphs look great.. But then, Destiny is never on the side of the.
product manager.. and this is what happens in that meeting. Product Manager : Actually, I am thinking of not introducing any new feature but fix issues in the current product to improve our product’s customer experience so that it will help in the discovery of our products online and also, help in customer retention. By these small changes in the product , we can ….. (interrupted by CEO) CEO : our customer.
retention is going low. compared to last month , it is down by 10%. why ??? Product Manager : As per my knowledge and interaction with customer support, they miss a lot of customer complaints and … (interrupted by COO) COO : Retention does not have an issue… our average ticket size has gone up by 30%. Yes, we lost a few customers because our customer support and retention team is busy.
in fooling around to make sure we extract every single penny out of customer pocket even if he does not like the product experience. But it’s the technology which has bugs that the payment does not go through many times and the user is not able to access the website on many occasions. even the mobile app crashes a lot and all the catalogue items does not show up in mobile app.
It’s the product manager who is not taking care of all the product issues and getting it resolved with technology teams. Product Manager : I have informed the technology teams including the CTO many times and even told that, the customers are getting hurt. but they are busy in scaling the system and some of the tech guys are not able to fix the payment workflow. I want to tell ….. (.
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