Things have been busy in the kitchen! In March we launched our new Community platform which allowed us to introduce a new approach to the Ideas Exchange. Hopefully you have all been active submitting, voting, and commenting on Ideas!
We heard your NPS feedback and wanted to share with you how Customer Success and Product have been partnering to provide an improved Ideas Exchange experience. This collaboration is intended to improve the delivery of product enhancements submitted through the Ideas Exchange by increased engagement, deeper discussions, and mutual accountability.
What you can expect:
Our Product Team and Customer Success team will be meeting bi-weekly to review Ideas.
Premier Customers can expect discussion and feedback gathering sessions to be included in their regular interaction with their Customer Success Manager.
A review and clean-up of the Ideas Exchange with every Idea being updated quarterly by the Product Team.
A better understanding of when items tagged “On the Roadmap” will be released when possible.
It is important to note that not all Ideas will be selected for implementation.
Please reach out to Lisa ( @lisa_mercer ), Kevin ( @kevinpayne ), or your Customer Success Manager if you have any feedback!
In 2019, we want you, our customers, to co-innovate with us. We want to make sure your voice is being heard! Check out my team’s plan to address your feedback.
See @Dave_Hart's video on how we're addressing all the NPS feedback here.
Thank you for your response and feedback during the NPS 2018 survey. Take a look at my video to see how the entire Professional Services organization plans to address your concerns!
See @Dave_Hart's video on how we're addressing all the NPS feedback here.
Based on your feedback, in 2019 we’re focusing on revamping our documentation, including release notes, user guides, and ServiceMax online help. Please watch this video to learn more!
See @Dave_Hart's video on how we're addressing all the NPS feedback here.
Thank you so much for your positive feedback from the NPS 2018 survey! I love to see you calling out your customer success teams and how they’re enriching your experience with ServiceMax.
See @Dave_Hart's video on how we're addressing all the NPS feedback here.
You said we’re taking too long to respond with answers on basic functionality, so we’re going to invest more in training, education, and knowledge! Check out my detail response to the rest of your 2018 NPS feedback.
See @Dave_Hart's video on how we're addressing all the NPS feedback here.
My team went over all the response from NPS you shared last September. We want you to know that your feedback is critical to our planning – it means a lot to us.
See @Dave_Hart's video on how we're addressing all the NPS feedback here.
Here at ServiceMax, we believe in the Voice of the Customer, that your feedback should drive our strategy and your experience of ServiceMax is of paramount importance to us.
