#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

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👉 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/

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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

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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.