As a product leader, how do you align sales and customer success incentives with new product launches, while ensuring existing products / GTM motions aren’t disrupted?
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Head of Product and Engineering in Finance (non-banking)7 months ago
As a product leader, It’s important to understand that Sales and Customer Success/Support teams incentives are not aligned by default. While Sales benefits from delivering newer and flamboyant features such that sales can close more deals, Customer Success benefits from making sure bugs are resolved and platform is stable. This difference can amplify as misalignment in products laden with tech debt and bugs. First step is to make sure that a tight balancing act is done in product roadmap to stabilize the product, to resolve bugs, and to deliver newer features. Once product leader addresses pain points and delivers on making other departments successful, trust will get created and it will be easier for product to get a buy in for future feature releases and prioritization. Senior Vice President of Product Management in Software7 months ago
In my opinion, at a simplistic answer, its communication. If you're forming those bonds with your users and you truly understand them, they will help write the story, you get to edit it and the book still gets published - if you can see what i mean heh :)