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SaaStock19 - Embracing Open Customer Communication

Valentina Th旦rner
Valentina Th旦rner

Presentation on the Traction Stage on how to move from customer communication to customer collaboration using Slack as a low-barrier contact tool for high impact conversations.

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Embracing Open Customer Communication Valentina Th旦rner - Head of Product at Klaus @valedeoro
Individuals and interactions over processes and tools. Working software over comprehensive documentation. Customer collaboration over contract negotiation. Responding to change over following a plan. @valedeoro - Agile Manifesto, 2000
Customer communication Customer collaboration @valedeoro
How can we stay in touch with our customers to ensure we are building what they need - without falling into the trap of on-demand feature creep? Trust Honest collaboration In-depths case knowledge @valedeoro
15.75%* *GetResponse Email Marketing Benchmarks 2018 @valedeoro Average email newsletter opening rate:
Back to Why: Why do we want to talk to our customers? " As the product owner, I want to make sure that I understand how our customers use the product, so I can discover and test solutions with real life scenarios. " As a Customer Success Agent, I want to be able to easily stay in touch to make sure I can help the customer on their product journey. " As a developer, I want to be able to ask customers questions about bug reports. @valedeoro
What if we invited our customers into our Slack environment? @valedeoro
" Regular sprint updates (and the option to ask follow-up questions) " Investigative questions and explorations " Feature request analysis " Customer success conversations " Information management @valedeoro From communication to collaboration
But customers will be talking to you! @valedeoro
@valedeoro But customers will be talking to you! Yep, thats a feature - not a bug!
83.92%* *Klaus stats based on public customer channels 2019 @valedeoro Average Slack reading rate:
Thank you! https://klausapp.com Twitter: @klausapp / @valedeoro Instagram: @klauslikesyou / @valedeoro Valentina Th旦rner Head of Product at Klaus

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SaaStock19 - Embracing Open Customer Communication

  • 1. Embracing Open Customer Communication Valentina Th旦rner - Head of Product at Klaus @valedeoro
  • 2. Individuals and interactions over processes and tools. Working software over comprehensive documentation. Customer collaboration over contract negotiation. Responding to change over following a plan. @valedeoro - Agile Manifesto, 2000
  • 4. How can we stay in touch with our customers to ensure we are building what they need - without falling into the trap of on-demand feature creep? Trust Honest collaboration In-depths case knowledge @valedeoro
  • 5. 15.75%* *GetResponse Email Marketing Benchmarks 2018 @valedeoro Average email newsletter opening rate:
  • 6. Back to Why: Why do we want to talk to our customers? " As the product owner, I want to make sure that I understand how our customers use the product, so I can discover and test solutions with real life scenarios. " As a Customer Success Agent, I want to be able to easily stay in touch to make sure I can help the customer on their product journey. " As a developer, I want to be able to ask customers questions about bug reports. @valedeoro
  • 7. What if we invited our customers into our Slack environment? @valedeoro
  • 8. " Regular sprint updates (and the option to ask follow-up questions) " Investigative questions and explorations " Feature request analysis " Customer success conversations " Information management @valedeoro From communication to collaboration
  • 9. But customers will be talking to you! @valedeoro
  • 10. @valedeoro But customers will be talking to you! Yep, thats a feature - not a bug!
  • 11. 83.92%* *Klaus stats based on public customer channels 2019 @valedeoro Average Slack reading rate:
  • 12. Thank you! https://klausapp.com Twitter: @klausapp / @valedeoro Instagram: @klauslikesyou / @valedeoro Valentina Th旦rner Head of Product at Klaus