Customer satisfaction should be a key metric and focus for any software vendor. For CubeLogic, it is a key activity led by management account director Swati Kaushal and I discussed customer satisfaction with her recently. She began by expressing her focus as follows, “at CubeLogic, we are making every customer feel valued, heard, and supported while delivering innovative solutions that drive their growth and success.” So, I was keen to discover what she sees as important in achieving this. “It’s all about the feedback cycle,” she told me. This includes the myriad of ways that CubeLogic can gather data from its customers and promote joint ownership of its product roadmaps with them such as advisory boards chaired and staffed by customer representatives, user groups, newsletters, webinars and seminars, and so on. The key she says is to present what CubeLogic has and ask customers what it can do better. This feedback is then used to inform the product roadmap, delivered in a phased approach and shared with customers at each step of the way obtaining further input, she explained. CubeLogic also undertakes annual and ad hoc customer satisfaction surveying and this helps inform KPI’s for internal CubeLogic staff. This also… continue reading