Skip to main content

During our regular cadence calls, Steer Co’s and EBR’s, it can be really easy to keep our focus on the executives and management at our customer’s organizations. And it makes a ton of sense! After all, they are the one’s setting the strategic priorities, budgets, execution plans and processes to be used by their teams. 

 

But being CSM’s, we also know that sometimes the best intended processes may not translate perfectly into how those at the end user level operate on a day to day basis, which can lead to major adoption issues. This is why I believe it is important for us to get feedback directly from end users from time to time, so we can diagnosis what is and is not working. From there we can effectively layout a plan to those in charge that can help us amend the current processes into something that can work better for end users while still getting the business the outcomes it needs.

 

So what I want to know from you, what are some of the ways you get this valuable feedback from your customer’s end users?

 

One of my favorite ways is through surveys. This way I can get different viewpoints from a lot of different folks while quickly being able to organize this data to report back to the management team at my customers. But this is certainly not the only way, so feel free to share what works for you!

Surveys are a great idea! If scheduling allows for it, it also could be really valuable to follow up with some of those end users that filled out a survey with a “chair side”.  I’ve found doing a virtual interview session with end users can prove to be really valuable in understanding where there might be gaps in workflows, areas for improved user experience, and overall just to better understand what an end users daily activities might look like and how your product might be able to streamline those.  What’s also really valuable is the end “readout” process where you actually present your findings and recommendations to your Executive sponsors, adoption champions, or admins.  This helps with transparency too in what end users might need when discussing roadmap plans and your joint success plans with those exec sponsors and admins.

Chairsides are one of my favorite ways to get feedback from end users! End Users feel like they’re feedback is really being heard (which it is) and the process gaps I identify during are invaluable to move the partnership forward!

I love chairside surveys and surveys! Sometimes customers also have their own internal meetings with power users or office hours and joining those once or twice a year (depending on your account ratio) can be a great way to collect feedback quickly and gauge overall sentiment.

Terms & ConditionsCookie settingsAccessibility statement