#60 How Product Managers Can Effectively Manage Products Post-Launch: Insights for Product Management and Customer Support Collaboration
Update: 2024-01-09
Description
Anne Cooper is the Vice President of Global Customer Care at Board International. She started her career in sales and has an MBA with an emphasis in Brand Management and Marketing. She has worked in Loyalty Marketing for Visa and managed relationships with vendors on behalf of Visa. She then transitioned into Account Management, which is now called Customer Success. Afterward, she made a switch to Operations at Best Buy Corporate, where she learned the Customer Care side of the business and managed a large organization focused on phone, in-home, store, and remote delivery of service and support. However, she decided to return to her Customer Success roots in a software company because she missed direct customer roles. At Anaplan, she was fortunate to merge these two roles, allowing her to work with customers while applying her love for operations and support delivery.
In this episode of the podcast, Anne Cooper discusses the significance of customer care in product management. Anne Cooper shares her career journey, from marketing and advertising to customer care at a large corporation, and her transition into the software industry. The conversation covers the importance of empathy, collaboration, and understanding customer pain points to drive product improvements. Anne Cooper talks about key metrics in customer support, the proactive management of products post-launch, and the challenges of orphaned features. She stresses the value of customer feedback, the need for humility in product management, and the importance of a collaborative relationship between product and customer support teams. Anne Cooper's assertive style and cultural adaptability in her ascent to the C-suite are also discussed, highlighting her dedication to customer care and the emotional aspects of support work.
In this episode of the podcast, Anne Cooper discusses the significance of customer care in product management. Anne Cooper shares her career journey, from marketing and advertising to customer care at a large corporation, and her transition into the software industry. The conversation covers the importance of empathy, collaboration, and understanding customer pain points to drive product improvements. Anne Cooper talks about key metrics in customer support, the proactive management of products post-launch, and the challenges of orphaned features. She stresses the value of customer feedback, the need for humility in product management, and the importance of a collaborative relationship between product and customer support teams. Anne Cooper's assertive style and cultural adaptability in her ascent to the C-suite are also discussed, highlighting her dedication to customer care and the emotional aspects of support work.
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