Tools For Customer-Centric Innovation Management

I've developed 3 prompts that will help CS leaders: - Create a comprehensive customer maturity model tailored to your product - Generate executive-level business reviews from your customer's perspective - Design personalized success plans based on actual customer outcomes —- Prompt 1: Custom Maturity Model Builder "I need to create a customer maturity model for [your product type], which helps [brief description of what your product does]. Our most successful customers typically achieve these outcomes: [Outcome one], [Outcome two], [Outcome three] Please follow these steps: 1) Create a 5-stage maturity model (Baseline, Developing, Established, Advanced, Leading) 2) For each stage, define: - Key capabilities customers should have developed - Typical usage patterns you would expect to see - Business outcomes they should be achieving - Common challenges they face at this stage - Recommended next steps to advance to the next level 3) Include specific metrics that indicate which stage a customer belongs in 4) Provide 2-3 key questions CSMs should ask to assess a customer's current stage" —- Prompt 2: Executive Business Review Generator "You are the CIO/CFO/CRO of [customer company]. You've been using our solution [your product] for [time period]. Create an executive summary of what you would expect to see in a business review, including: 1) The business challenges that led you to purchase our solution 2) The metrics you personally care about seeing in this review 3) How you would want success to be measured and presented 4) Strategic initiatives for the coming quarter that our solution should support 5) Concerns or obstacles you anticipate that might prevent full value realization" —- Prompt 3: Outcome-Based Success Plan Creator "I'm developing a success plan for [customer name] who uses our [product] to achieve [primary goal]. Their key stakeholders include: [Role one]: Focused on [objective] [Role two]: Focused on [objective] [Role three]: Focused on [objective] Based on their industry ([industry]) and company size ([size]), please: 1) Identify 3-5 specific business outcomes they should prioritize in the next 90 days 2) For each outcome, outline: - The measurable definition of success - Required capabilities they need to develop - Key milestones on the path to achieving this outcome - Resources and support they'll need from our team 3) Suggest a timeline that aligns with typical business cycles in their industry 4) Include how to measure and demonstrate the business impact of each outcome" —- These prompts are designed to create standardized, scalable approaches that still feel personalized to each customer's unique situation. They help your CS team elevate conversations from product features to business outcomes. What CS processes are you currently using AI to enhance?

Most problems in GTM can be solved with one thing: a better understanding of your customers. Sounds simple, right? It’s not. Especially if your systems are siloed and you don’t have an analyst on your team. Here’s the good news: It’s something AI is phenomenally good at – if it has the right data. If you’ve used ChatGPT’s deep research feature, you know how good it is at analyzing vast amounts of data and producing detailed insights. If you’ve used HubSpot, you know that it unifies structured and unstructured data and has full context across the customer journey. Today, I’m super excited to share that HubSpot is the first CRM to launch a deep research connector with ChatGPT. That means you can now do advanced analysis of context-rich customer data – and immediately take action on those insights. The result? Better experiences for your customers. Better outcomes for your business. Here are some use cases: - Marketers, you could ask for a list of 'VP' and 'C-Level' leads who opened an email in the past week but have no next activity scheduled – then run a hyper-targeted follow-up campaign. - Sales leaders and reps, you could pull up a summary of why your high-potential deals are stalling – then create an email sequence that addresses the most common objections. - Customer success leaders, you could generate a list of at-risk customers and a unique renewal plan for each one – then take proactive steps to retain them. I can’t wait to see what our customers achieve with the power of deep research and unified data, right in their flow of work. If you’re a HubSpot customer with a paid ChatGPT plan (Enterprise, Team, Pro, Plus, or Edu), you can get started now!

When I started in #product 15 years ago, everyone used Jira, Confluence, Balsamiq, and later Airtable + Figma. With GenAI, the landscape has evolved, and here is a list of tools I expect every PM to use to stay ahead. ✨ Strategy & Competitor Analysis ✨ I think #Notion did a great job upgrading their capabilities and integrating OpenAI and Anthropic models (not sure what #Coda is doing?), which support drafting and refining strategies using internal (Slack messages, docs) and external data (investor presentations, etc.). I have personally used #Competely, which provides a massive head start and notifies you when competitors release new features and their potential impact on your strategy. 🔎 Customer Research & Discovery 🔎 Platforms such as #Kraftful automate feedback aggregation from various sources. Pushing it further, #Genway creates agents that automatically conduct your interviews, and #NextMinder can simulate research based on provided customer segment details and behavior, allowing you to simulate millions, not just dozens, of users. 🚀 Rapid Prototyping 🚀 Much has been said here, and tools like #Loveable are growing at a rapid pace. However, I’m personally more of a fan of the #Uizard toolkit, which lets you upload screenshots and whiteboard drafts and turn them into mobile and desktop designs automatically (and can also generate functional code). ✏️ Requirements & User Stories✏️ I think every PM has now used ChatGPT to generate requirements or user stories. I’ve personally found more success with #Claude, and investing in building your own GPT, populated with your strategy context, OKRs, and example PRDs and user stories, goes a long way. ✅ Testing & Validation ✅ I started product when we forced PMs to write Gherkin syntax into user stories. #QualGent and #Spur are two great examples on how Agents + MCP will change the way Product Managers will test software before it reaches users. 🤝 Collaboration & Documentation 🤝 I haven’t used them in action yet, but #Quantstruct and #Mem are notes on steroids: they automatically feed into a central knowledge base accessible by the team and help automate documentation. I’m eager to see how far we can push this in the context of technical/API/feature documentation and how we can remove outdated content from it. #GenAI #ProductManagement Shivani Rathi, Emily Gao, Shai Dinnar, Dimitrios Lippe, Bradley Antcliff, Frederic Doppstadt

Trying to "listen" to the 90% (or so) of your customers who don't reply to surveys? Want to know what additional sources there are for insight? Read further below: - In-depth interviews with customers/workforce - Usability / UX Research - Market research - Economics / Socioeconomic Research - SMS Surveys (I've seen response rates at 40%) - Video Feedback (richness of content is awesome) - In-app Surveys (quick, easy, and in the moment - think Uber) - Chat Logs (tons of insight here on what's broken and friction points) - Social Media (you can monitor what your competitors are doing too) - Transcribed Phone Calls (not just for Contact Center) - Case Notes (Contact Center, Sales, etc.) - Employee Engagement Surveys - Employee Ideation Platform - Internal Messaging (e.g., Teams Chat, Slack, etc.) - Web & App usage - Marketing engagement (not just content engagement) - CRM content - Core Operations Platforms - Core Finance Platforms - Core HR Platforms - Point of Sale Systems What are you using / not using today for insights? How are you aggregating all of the above to make better decisions around the customer or workforce? Give me a shout to discuss further. #customerexperience #ceo #coo #cfo #surveys