Best Practice Report

Product Management And Customer Engagement: Aligning To Improve The Customer Experience

June 3rd, 2019
Jeff Lash, VP, Sr Research Director
Jeff Lash VP, Sr Research Director
Lisa Nakano, null
Lisa Nakano
With contributors:
Karen Traikovich , Robin Whiting

Summary

Understanding customers’ expectations and needs is critical to providing relevant offerings and sustaining a positive customer relationship. Product management and customer engagement functions must work together to learn how customers interact with offerings. The organization should collect explicit and implicit customer insights and use them to enhance the ability to meet customer needs.

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