108: Nils Davis Say No to a Customer? Oh No He Didn't

Helping Sells Radio

English - March 06, 2019 04:59 - 53 minutes - ★★★★★ - 26 ratings
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Previous Episode: 107: Paul Henderson The Only Things That Matters is the Customer Outcome

Next Episode: 109: Donna Weber Marketing and Sales is Good at Leading Customers. Why Not Customer Success?

After Nils Davis, author of The Secret Product Manager Handbook, and I shared a panel at the January Customer Success Network Meetup, it seemed natural to further the discussion on the podcast. We go deep into how product management and customer success team can work better together in service of the customer. My favorite part of our discussion had to do with how to say "no" to customers. Actually, we don't say "no." It is more a matter of prioritizing, how to communicate that to customers, and more importantly, how to listen to customers and dig into what they really want when they ask for a feature. Hint: It's not always the feature they are after.

Learn more about Nils Davis:

His website: https://secretpmhandbook.com/ All the Responsibility Podcast: https://alltheresponsibility.com/ YouTube Channel: https://www.youtube.com/channel/UCsfRtYYC4198qAsUVllDg6w The Book: https://www.amazon.com/Secret-Product-Manager-Handbook/dp/1983838934/ The Persuasion Course: https://secretpmhandbook.com/persuasion/ Tell us what you think of Helping Sells Radio

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