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