Improving customer centricity as your product scales with Francis Brero, C0-Founder and CPO at MadKudu
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Improving customer centricity as your product scales with Francis Brero, C0-Founder and CPO at MadKudu
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Francis Brero is the Founder and Product leader in MadKudu, a data heavy product allowing companies to manipulate and use first party data to customise the buying experience for b2b buyers.
Our question of the day: how do we improve customer centricity as your product scales?
Francis shares that 1 big change was to introduce Gong, a call recording tool, to bring the voice of customer into the front of the decision making. Francis uses snippets of the recordings through the process of adjustment and improvement of the product on ongoing basis. "You get an amazing pulse from the customer and the way they are reacting". Team also includes relevant snippets with feedback on product roadmap and product experience on board memos. This tool alone allowed MadKudu team to implement multiple improvements in the product, such as better match the customer journey and deepen partnership strategy, and significantly reduce bias in collecting feedback.
Connect with Francis: https://www.linkedin.com/in/francisbrero/
Check out MadKudu: https://www.madkudu.com/