ProductOS

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Voice of Customer

Teresa notes for motive

Talking points

Let’s take a look at each stakeholder & how this module will work for them.

Sales engineers flow

Let’s start from the perspective of sales engineering / customer team

They want to submit feedback as easily as possible

Have visibility on feedback to report back to customer

Customer teams live in Salesforce so we want to make sure they can submit feedback from where they are working out of every day.

We can update the salesforce account page to have 2 links to the 2 feedback forms → product feedback & integration feedback

Now what’s great about the form, is doesn’t require the sales team to do extra steps to help with processing since we have Coda AI in the background, tagging the feedback with the product area, or the related feature request (automatically creating an upvote).

Now second part customers team care about, is staying up to date on their feedback.

Notifications: As soon as a feedback item changes status, they will get an automated email.

additionally when any roadmap status changes that relates to feedback they submitted, they will also get an automated email

Reporting: Second, there’s tons of reporting you can do off of this information & the customer team can have their own custom dashboard.

can comment to get a status update on it.

Product Operations

Now for the product operations team managing all the feedback.

It’s important to you all to make sure customers team can submit feedback easily

That you can easily process and manage & route all the incoming feedback

Reporting to track SLAs as well as see product impact

Need a smooth and easy triage process:

first - AI auto-bundles the all the features into a related feature requests

**show the feature request table** AI will have already filled in the related feature request

second — when you go thru reviewing each feedback item it’s filtered to the product area.

can comment for more informration

Second, need reporting to track

Track top requests including customer impact. More informed decision making by aggregating feedback by product area, customer, & ARR impact. When a PM goes into planning they are now equip with a lot more information to make more informed decisions on what to prioritize.

how successful the feedback process including SLAs,

So that’s a quick overview of the voice of the customer module.

There are no rows in this table

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Feedback

table includes statuses

has internal notifications

Feature requests

table has statuses

has external notification via customer close the loop

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