April 20, 2016

Customer Success as a Culture — How High Alpha Delivers Products with Customer Success at the Forefront

Customer Success as a Culture — How High Alpha Delivers Products with Customer Success at the Forefront

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 Matt Coffman, VP of Product at High Alpha. In this post, we’ll briefly explore his approach to customer success alignment as it relates to the product team at High Alpha and its portfolio companies.

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

About High Alpha

Founded in 2015 and located in Indianapolis, High Alpha is a venture studio pioneering a new model for entrepreneurship that unites company building and venture capital. By uniting company building and venture capital, the High Alpha portfolio has a unique advantage to launch, scale, and transform ideas into world-class SaaS businesses.                                        

The Role of Product at High Alpha

In his role at High Alpha, Matt works with portfolio companies to identify and prioritize product development in ways that align with their customers’ best interests. Each of High Alpha’s portfolio companies are unique in terms of vision and strategy for customer success. Matt commented that, “We try to validate every feature and development task with that in mind. Oftentimes, the best product decisions come after customers interact with the product. We work hard to get a product in customers’ hands—then we work even harder to take what we’ve learned from the customer and build it into future versions of the product.”

Customer Success Focused Product Development

Matt explained, “For example, we will work with our portfolio companies to discuss early stage products with potential customers. In return for early access to the product, the customer gives us all sorts of useful information in terms of product-market fit. Later on, I may help with selling the product to new customers or working with potential customers to determine product deficiencies or areas for further focus.” According to Matt, these interactions with customers are useful when it comes to making decisions about how products will be built.

Early Validation Saves Time and Drives Customer Success

When asked whether Matt and team make product decisions based off customer interactions, his response: “Absolutely—customer experience is extremely valuable when it comes to making product decisions.” This process continues throughout the product development lifecycle. The High Alpha team starts from the very beginning by validating ideas from customers and asking what they do and do not like about the products’ vision. Then they deliver a minimum viable product (MVP) where they ask customers to tell them what additional features or functionality will make the product indispensable. All of these inputs help determine the priority for future product development work.

Track Customer Success Product Metrics      

While every company in the High Alpha portfolio has unique product vision and strategy, Matt and team carefully track the following metrics and more to best understand how the product is being used:

  • Frequency of usage
  • Average time spent in the product
  • Achievement of some conversion or other goal relevant to the product strategy
  • Abandonment
  • Error rate or occurrence of errors

In his role working with all High Alpha portfolio companies, Matt encourages every member of the product development teams to think about how what they do impacts customers. “For example, if we’re focused on a task that has a relatively high amount of effort with little potential impact to customers, we need to ask if we should really be working on it,” explained Matt. “From a process standpoint, we are always working towards a release centered around groupings of functionality we believe to be valuable to our customers. This helps us stay focused on the right work.”

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

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


Thank you! We have received your submission.