Blogs
April 7, 2016
Author:
ClientSuccess

Customer Success as a Culture — How Monetate Uses Its Own Products to Improve the Customer Journey

Customer Success as a Culture — How Monetate Uses Its Own Products to Improve the Customer Journey

New mobile apps to keep an eye on

Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.

  1. Commodo scelerisque convallis placerat venenatis et enim ullamcorper eros.
  2. Proin cursus tellus iaculis arcu quam egestas enim volutpat suspendisse
  3. Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

What new social media mobile apps are available in 2022?

At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.

Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

Use new social media apps as marketing funnels

Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.

  • Eget velit tristique magna convallis orci pellentesque amet non aenean diam
  • Duis vitae a cras morbi  volutpat et nunc at accumsan ullamcorper enim
  • Neque, amet urna lacus tempor, dolor lorem pulvinar quis lacus adipiscing
  • Cursus aliquam pharetra amet vehicula elit lectus vivamus orci morbi sollicitudin
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Try out Twitter Spaces or Clubhouse on iPhone

Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas  dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.

Try out Twitter Spaces or Clubhouse on iPhone

Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.

To succeed with customer success at your organization, it takes incredible alignment and collaboration with the Product team. We interviewed and asked 8 industry leading product leaders their advice on how they put customers first when building new products or working on existing products at their particular companies. Today we’ll highlight Joanna Milliken, Senior Director of Product Marketing at Monetate. In this post, we’ll briefly explore her approach to Customer Success alignment as it relates to the product team at Monetate.

Download a complimentary copy of the ebook “Customer Success as a Culture: Product Leaders Edition” to see Joanna’s full contribution and get access to other product leaders’ viewpoints.

About Monetate

Based in Pennsylvania, Monetate powers multi-channel testing & personalization for brands worldwide. Built for speed, the Monetate Platform’s easy-to-use interface allows marketers to create, test and deploy an unlimited number of personalized digital experiences with limited need for IT or consulting resources. With Monetate, marketing is transformed from a world of discrete campaigns to one of always-on, personalized experiences that maximize the lifetime value of each individual customer.                                                        

The Vision of Monetate’s Product Team: “Purchase, Adopt, and Champion”

The vision of the product marketing team at Monetate is to inspire customers to purchase, adopt, and champion the company’s products. In order to bring real value to the customer, Joanna and her team need to understand the customer deeply and make sure they are connecting Monetate’s solutions to their real world problems.

Joanna and her team interact with customers across the entire relationship with Monetate by supporting the sales organization and actively participating in the sales process with prospective customers. “We want to learn all we can about our customers’ motivations and expectations for our company and products, before they buy,” said Joanna. “A straightforward buying process sets the tone for the rest of the customer relationship.” Her team is also involved in post sales where they conduct win/loss interviews to identify opportunities for improvements in positioning, product messaging, and sales process. Finally, her team also spends a lot of time with current customers. “We get their feedback on products before we take them to market, participate in onsite quarterly business reviews, lead road-map webinars, and work 1:1 with customers to develop use cases,” explained Joanna.

The Customer Experiences Drives Everything

“The customer experience drives almost everything we do at Monetate,” said Joanna. “We have a team devoted to gathering and synthesizing input from customer interviews, surveys, online advocacy and community, services requests, and dozens of other inputs. This insight is shared across the company for every department to use in decision-making to ensure the customer is always front and center.”

Monetate recently did an extensive customer study which entailed in-person interviews around the globe, surveys, and input from their Customer Advisory Board. Monetate used that to redesign their Services model. According to Joanna, “Customer feedback indicated that we had an opportunity to provide a clearer understanding of our Services offering, including new packages, so we used that input to deliver a new model that was on target with customer input.” For the product team specifically, Monetate tries to be very “outside in”, which means they prioritize everything from defects to new features based upon customer impact.

Product Roadmap & Customers Are Inseparably Linked

When it comes to product roadmap, Monetate’s Customer Advisory Board is a critical component. Joanna and her team do detailed roadmap reviews every quarter, and, “Feedback from our Customer Advisory Board is weighted slightly differently, especially if they have feedback that we have heard before – we’re more likely to give those items a higher priority,” explained Joanna. “We develop a relationship with our Customer Advisory Board members to get a deeper sense of their problems and the benefits associated.”

When giving advice to other product leaders, Joanna suggests that everyone should “Walk a mile in the customer’s shoes – use your own products and go through the customer journey yourself to understand what works well, what frustrations you encounter, and to better understand requests your customers have for your product and company.”

Read Joanna’s full contribution to the ebook entitled, “Customer Success as a Culture: Product Leaders Edition” and learn from 7 other product leaders like Joanna.

Download the full “Customer Success as a Culture” ebook collection:

Customer Success as a Culture: Sales Leaders Edition

Customer Success as a Culture: Marketing Leaders Edition



Learn more about how ClientSuccess can help your company develop a strong customer success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo.

Ready to Get Started?
Request Your ClientSuccess Demo
Get started
Subscribe to our newsletter

Success!

Thank you! We have received your submission.