“Data in a spreadsheet is going to have a limited effect. How you tell the story and how you convey that to members of the leadership team in a way that is easily digestible and makes it clear how they can act on it is vitally important. If the feedback is only shared with the CEO or with one department, then you're leaving a lot of opportunities on the table.” - Evan Klein.
 
In this episode of Pragmatic Live, Eddie Gordon, courseware designer at Pragmatic Institute, interviews Evan Klien about win/loss, customer feedback, and employee engagement programs.
 
Evan is the founder and CEO of Satrix Solutions. With a passion for voice of customer programs, Evan drew on his experience as the head of client satisfaction at a digital agency to create a business focused on helping B2B companies listen and respond to their most important constituents, including customers, prospective customers, former customers, and employees.
 
During this episode, Eddie and Evan discuss:
How to implement systematic feedback processes
Who should be included in customer satisfaction surveys and interviews
How to share customer insights in a way the company will feel empowered to act on them
Benefits of hiring a third-party voice of customer services
Best practices for approaching win/loss interviews
How to encourage customers to provide feedback and respond to survey or interview requests
How employee feedback programs contribute to improving customer experience
Enroll in FoundationsIn this course, you’ll learn the ins and outs of the Pragmatic Framework and how to approach win/loss analysis at your company.Learn More

Why Your Company Needs a Voice of Customer Program

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“If you’re potential customers aren’t aware that they have a problem and you have a solution, your sales cycle is so much longer and so much more painful."
Amanda Northcutt, CEO of Level Up Creators
Join us for an insightful conversation with Amanda Northcutt, CEO of Level Up Creators, as she dives deep into the world of recurring revenue and subscription-based businesses. Amanda shares her expert knowledge on optimizing customer journeys, reducing churn rates, and leveraging revenue opportunities to ensure sustained business growth.
 
Key Takeaways:
Understand and Optimize the Customer Journey: Amanda emphasizes the importance of mapping out and understanding the entire customer journey to enhance retention and improve the overall experience.
Data-Driven Decision Making: Tracking customer behavior and using qualitative and quantitative data to inform decisions is crucial for refining products and services.
Consistent Value Addition: Continuously providing value through new features, unique content, and improved offerings keeps customers engaged and reduces churn.
Proactive Churn Management: Identifying and addressing the reasons behind customer churn proactively helps maintain a stable and satisfied customer base.
Effective Revenue Operations: Implementing robust revenue operations practices ensures optimal management and maximization of various revenue streams.
Bonus Discussion: Amanda also delves into the benefits of competition in the market, monetizing personal brands, and why you should be including a category for premium customer experiences.
 
About Our GuestAmanda Northcutt is a seasoned expert in the subscription business model and recurring revenue strategies. As the CEO of Level Up Creators, she leverages her deep understanding of customer journeys and retention behaviors to help digital thought leaders optimize their businesses. Amanda's insights on pricing strategies, packaging techniques, and marketing tactics are invaluable for anyone looking to succeed in the subscription economy. You can find more of her resources on LinkedIn or through her websites, https://welevelupcreators.com and levelupcreatorschool.com.
 
About Pragmatic InstituteSince 1993, Pragmatic Institute has provided training and professional development for product design and data professionals to accelerate innovation, increase customer satisfaction, and bolster revenue. Through our comprehensive methods and proprietary Pragmatic Framework, we train professionals with the skills needed to accelerate their product management and product marketing careers, increase team efficiency, and boost revenue.
 
Our online, in-person, and on-demand courses are taught by industry experts with decades of experience at top companies like Microsoft, Cisco, Dell, Hallmark, Quaker Oats, and Dun & Bradstreet.
 
We offer individual course training in product design and data and certification tracks for Product Management Certifications, Product Marketing Certifications, and the Pragmatic Product Master Certification. All attendees gain access to the Pragmatic Alumni Community, a network of over 30,000 alumni worldwide.
 
If you’re looking for product management or product marketing training or are pursuing a product marketing certification or product management certification, browse our certification paths at Pragmatic Institute. Courses are available online, in-person, or on-demand to fit your schedule. Want to learn more about becoming a Pragmatic Certified Product Manager? Learn more here.
 
#ProductManagement #ProductManager #ProductManagementCertification #ProductManagementStrategy #PragmaticInstitute

Mastering Recurring Revenue with Amanda Northcutt, CEO of Level Up Creator

“There are certain things that product managers sometimes unintentionally do, or things they don't realize they do, that have really negative cascading impacts for engineers."
Dan Corbin, Product Management Leader and Instructor at Pragmatic Institute
In this episode, we dive deep into the dynamics between product managers and engineering teams with Dan Corbin, an experienced product management professional and instructor at Pragmatic Institute.
 
Dan shares his recent findings on the behaviors and practices that can either foster collaboration or create friction between these crucial roles.
 
With extensive experience leading product teams across various industries, Dan provides invaluable insights into building a harmonious and productive team environment.
 
Key Takeaways:
Misconceptions About Engineer Satisfaction: Simple gestures like bringing donuts aren’t enough; effective collaboration requires more nuanced approaches.
Common PM Pitfalls: PMs often make unintentional mistakes, such as failing to validate customer needs, allowing scope creep, and not prioritizing effectively.
Implementing Effective Changes: Dan emphasizes the importance of servant leadership, continuous learning, and aligning closely with engineering teams.
Maintaining Clear Boundaries: PMs should focus on the "what" and "why," while engineers handle the "how" and "when," ensuring each team can work optimally within their expertise.
 About Our GuestDan Corbin is a seasoned product management leader dedicated to improving product strategy and operations for companies across diverse sectors. With a rich background in software development, Dan has a comprehensive understanding of both the technical and product side of the business.
 
Throughout his career, he has demonstrated a strong passion for his work and a dedication to helping others in the product management field. He is particularly interested in the dynamics between product and engineering teams and is committed to fostering effective communication and alignment within these roles. Dan's approach to product management emphasizes the importance of servant leadership, gratitude, and continual learning.
 
Dan is also the founder of The Product League and a regular speaker for Agile Austin, initiatives that further his mission of fostering effective product management practices. Always ready for a conversation, Dan Corbin is a regular guest on podcasts and a valuable contributor to discussions on product management best practices.About Pragmatic InstituteSince 1993, Pragmatic Institute has provided training and professional development for product design and data professionals to accelerate innovation, increase customer satisfaction, and bolster revenue. Through our comprehensive methods and proprietary Pragmatic Framework, we train professionals with the skills needed to accelerate their product management and product marketing careers, increase team efficiency, and boost revenue.
 
Our online, in-person, and on-demand courses are taught by industry experts with decades of experience at top companies like Microsoft, Cisco, Dell, Hallmark, Quaker Oats, and Dun & Bradstreet.
 
We offer individual course training in product design and data and certification tracks for Product Management Certifications, Product Marketing Certifications, and the Pragmatic Product Master Certification. All attendees gain access to the Pragmatic Alumni Community, a network of over 30,000 alumni worldwide.
 
If you’re looking for product management or product marketing training or are pursuing a product marketing certification or product management certification, browse our certification paths at Pragmatic Institute. Courses are available online, in-person, or on-demand to fit your schedule. Want to learn more about becoming a Pragmatic Certified Product Manager? Learn more here.
#ProductManagement #ProductManager #ProductManagementCertification #ProductManagementStrategy #PragmaticInstitute

Working with Engineers: How Product and Engineering Can Help Each Other with Dan Corbin

“Consumers are our most valuable treasure trove of information, along with online reviews and some other data sets.”-Tim Trapp, Director of Quality Engineering at Mattel, Inc.In this episode, Tim shares all about product quality, specifically what can be learned from Mattel regarding the implementation of key product quality measures. Discussion topics include understanding customer feedback, the balance between cost, schedule, and quality, and the importance of monitoring both customer feedback and competitor performance. Don't miss your chance to gain insights from one of the most recognized names in the industry.Key Takeaways:1. User Testing for Competitive Advantage: Testing products with real users to identify potential issues and improve design is a significant strategy at Mattel. This includes formative testing, which is done early and often to shape the design of products.2. Active Post Market Surveillance: Once the products are in the market, the quality team looks at post-market surveillance to understand how the products are performing in real life, which can inform future design and manufacturing decisions.3. Corrective Actions and Continuous Improvement: A well-defined process for corrective actions ensures that any issues are addressed promptly and do not become repeat mistakes. This involves constant checking of products in the market and making necessary improvements.4. Quality as Everyone's Responsibility: Tim emphasizes that quality is not just the quality department's problem but everyone's responsibility in the company. Striving for the best consumer experience should be a part of everything a company does.ABOUT OUR GUEST:Tim Trapp is a seasoned product executive with extensive experience in managing product quality across a diverse range of products. He has worked with and led multidisciplinary and multinational cross-functional teams, demonstrating his ability to navigate complex global landscapes. His expertise lies in being able to ensure the highest standards of product quality, compliance, and safety.At Mattel, Tim has been instrumental in driving quality initiatives that have significantly enhanced product performance and customer satisfaction. His approach to quality is holistic, encompassing everything from initial design and user testing to post-market surveillance and continuous improvement. His insights have helped shape Mattel's product portfolio and maintain its reputation for excellence.ABOUT PRAGMATIC INSTITUTE:Since 1993, we’ve provided training and professional development for product, design, and data professionals to accelerate innovation, increase customer satisfaction, and bolster revenue. Through our comprehensive methods and propriety Pragmatic Framework, we train professionals with the skills needed to accelerate their product management and product marketing careers, increase team efficiency, and boost revenue.Our online, in-person, and on-demand courses are taught by industry experts with decades of experience at top companies like Microsoft, Cisco, Dell, Hallmark, Quaker Oats, and Dun & Bradstreet. We offer individual course training in product, design and data, and certification tracks for Product Management Certifications, Product Marketing Certifications, and the Pragmatic Product Master Certification. All attendees gain access to the Pragmatic Alumni Community, a network of over 30,000 alumni worldwide.If you’re looking for product management or product marketing training or are pursuing a product marketing certification or product management certification, browse our certification paths at pragmaticinstitute.com/product. Courses are available online, in-person, or on-demand to fit your schedule.Want to learn more about becoming a Pragmatic Certified Product Manager? Learn more here.#ProductManagement #ProductManager #ProductManagementCertification #ProductManagementStrategy #PragmaticInstitute

Inside the Quality Engineering Hub at Mattel with Tim Trapp, Director of Quality Engineering at Mattel, Inc.

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Why Your Company Needs a Voice of Customer Program

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