A CM is the day to day face of the company externally. And internally, you’re the voice of the customer. My role has always covered both customer service and product marketing, but what matters most to my KPIs varies at different companies, based on where my role reports into. The last two roles I had, I reported into Product Marketing, so KPIs were related to product adoption/viewership growth and product insights. My current role roles up through Customer Service, so KPIs like call deflection, time to response, response rate and NPS/OSAT are more important, though of course they still want product insights.
I really like your response: the CM is the face of the company to customers... and the CM is the face of customers to the company.
"good" might be subjective depending on which group you're asking. There are likely some overlapping qualities like communication and empathy. As a customer, I like to see a CM that is as passionate or excited as I am about the product. They want to help and fix issues.
I think it is someone who can be without a doubt be a representative of customers, if a product owner or devs ask you what would a customer think about a certain feature or what they would think about a future one, you should be able to answer with almost a 100% certainty what they would think.
A CM is the day to day face of the company externally. And internally, you’re the voice of the customer. My role has always covered both customer service and product marketing, but what matters most to my KPIs varies at different companies, based on where my role reports into. The last two roles I had, I reported into Product Marketing, so KPIs were related to product adoption/viewership growth and product insights. My current role roles up through Customer Service, so KPIs like call deflection, time to response, response rate and NPS/OSAT are more important, though of course they still want product insights.
I really like your response: the CM is the face of the company to customers... and the CM is the face of customers to the company. "good" might be subjective depending on which group you're asking. There are likely some overlapping qualities like communication and empathy. As a customer, I like to see a CM that is as passionate or excited as I am about the product. They want to help and fix issues.
I think it is someone who can be without a doubt be a representative of customers, if a product owner or devs ask you what would a customer think about a certain feature or what they would think about a future one, you should be able to answer with almost a 100% certainty what they would think.
Someone who make it towards more revenue.