What methodologies do you use to understand the needs of customers?
Meenal Shukla
Gainsight Senior Director of Customer Success • March 24
- Surveys: Surveys are a popular way to gather feedback and needs from our customers. You can use surveys to ask specific questions about your products or services, customer service, pricing, and more.
- Customer interviews: This method is particularly useful when you want to gain deeper insights into specific issues or topics. We interview all our churned customers to learn from the churn and solve systemic problems.
- Customer feedback through support channels: Customer feedback can also be gathered through support channels such as email, phone, or chat. This feedback can help you identify common issues and areas for improvement.
- Community: We use the customer community to solicit ideas and feedback from our customers. Our product, support and CS team regularly monitors our customer community. We use Insided from Gainsight.
- Adoption analytics: Adoption analytics can provide insights into customer behavior, such as how they navigate your site, what pages they visit, and how long they spend on each page. This information can help you identify areas where customers may be experiencing issues or where they may be looking for more information. We use Gainsight PX for adoption analytics.
- Persona-specific events: We create several events catering to different personas of our customers to learn about the customer needs. Think CXO summits, VP Coffee chats, Product beta cohorts, Product advisory board, Admin office hours, etc. Almost all of these are done virtually.
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