To maximize team-wide success, customer success team members should regularly request, accept, follow up on, and share customer feedback internally.
At an associate level, this practice may yield insights that make their jobs easier and enable them to better meet customer expectations. Those who gather and pass along this information can also have an organizational impact, as customer success department leaders and strategists can use feedback from customer surveys to enhance processes and programs.
Sharing feedback from surveys and customer touchpoints also serves to eliminate data silos and improve cross-functional collaboration. This is essential for customer success because it allows sales, marketing, and support teams to align and provide the best messaging, products, and customer care possible.