From getting feedback on your product to build what customers actually want and need, to educating your customers on new features and functionality, what is the role of product in customer success.

In this episode, we take a look at how you can provide more value to your customers and help them grow by getting feedback from your customers and educating them on your product on a regular basis.  We are joined today by Mika Turunen, M-Files Senior Vice President of Product and Engineering at M-Files and Saku Saunamaki one of our Customer Success Managers.

Topics:

• How do we ensure we build a product that customers want and need?
• What are some of the different ways we collect customer feedback?
• How and why do we educate our customers on new features and functionality?
• How does the Product department and CSM department work together?
• What determines our product roadmap?
• Why is our product roadmap important to our customers?
• How do we make our product future proof?

Host:
Shobha Mahtey (Partner Customer Success Program Manager, M-Files): https://www.linkedin.com/in/shobhamahtey/

Guests:
Mika Turunen (Senior VP of Product and Engineering, M-Files): https://www.linkedin.com/in/mika-turunen-8213858b/
Saku Saunamäki (Customer Success Manager, M-Files): https://www.linkedin.com/in/saku-saunamaki/

Website: https://www.m-files.com 

Making customers advocates of our product and services is a very important element of any Customer Success Strategy.  

In this episode, we take a look at how you can maximize on customer advocacy to benefit your business. We are joined by our Director of Customer Advocacy and Marketing, Sirpa Levola to discuss why it is so important and what you can do to proactively improve advocacy.

Topics:

• How would you define customer advocacy? (3:25)
• Why is it important to make customers advocates of our product and services? (4:20)
• Best practices for implementing customer advocacy. (9:03)
• Case studies and the voice of the customer. (14:42)
• Benefits of focusing on customer advocacy. (15:41)
• How do we support our partners with customer advocacy? (16:29)
• What you could do now to focus on customer advocacy. (18:52)

Host:
Shobha Mahtey (Partner Customer Success Program Manager, M-Files): https://www.linkedin.com/in/shobhamahtey/

Guest:
Sirpa Levola (Director of Customer Advocacy and Marketing, M-Files): https://www.linkedin.com/in/sirpa-levola-ab09861/

Website:  https://www.m-files.com
Podcast feedback: Email shobha.mahtey@m-files.com 

As a customer, are you bombarded daily with surveys from products and services that you purchased? 

In this episode, we take a look at why from a customer success perspective getting feedback from our customers is so important while avoiding survey fatigue. 

We are joined by our Director of NA Customers Success Management, Angela Bailey-Cantu and Marketing and Communications Manager, Jordy De Jager from our partner GeONE, to talk about how SaaS companies are implementing surveys to improve the way they do business and make customers advocates of their products and services .

Topics:

• What are Customer Satisfaction Surveys? (5:50)
• What are the benefits of using Customer Satisfaction Surveys? (8:32) 
• When to send these surveys out. (12:46)
• Length and frequency of surveys. (14:06)
• Which customers to send surveys to. (15:19)
• Following up on surveys. (16:17)
• Automating surveys. (17:25)
• Project Delivery Surveys. (19:06)
• Net Promoter Score (NPS) Surveys. (21:12)
• What happens if you don't run surveys? (28:35)
• Advice on running surveys. (29:40)

Hosts:
Shobha Mahtey (Partner Customer Success Program Manager, M-Files):  https://www.linkedin.com/in/shobhamahtey/ 
Patrick Dixon (Customer Success Engineer, M-Files):  https://www.linkedin.com/in/dixonp/ 

Guests:
Angela Bailey-Cantu (Director of NA Customer Success Management, M-Files):  https://www.linkedin.com/in/angela-bailey-cantu-2402435/
Jordy De Jager (Marketing and Communications Manager, GeONE):  https://www.linkedin.com/in/jordydejager/ 

Website:  https://www.m-files.com
Podcast feedback: Email shobha.mahtey@m-files.com