Customer-Driven Development – Driving Growth Through Communication - Gurubavan Mahendren

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Customers contact us all the time for customer support and feature suggestions. Unfortunately, these conversations usually happen in isolation, but often require the involvement of the entire team. Learn how HubSpot has integrated HipChat with its client-facing tools to aggregate these conversations in one place, and help drive innovation and greater customer satisfaction.

Customer-Driven Development
Driving Growth Through Communication
GURU MAHENDRAN • PRODUCT ENGINEER • HUBSPOT • @GURUBAVAN

Marketing
Product
Support
Sales
Content/Blog
Ads Invites
Landing Page

Marketing
Product
Support
Sales
Content/Blog
Ads Invites
Landing Page
Onboarding
Product Usage
Limits

Marketing
Product
Support
Sales
Content/Blog
Ads Invites
Landing Page
Onboarding
Product Usage
Limits
Support Tickets
Emails

Marketing
Product
Support
Sales
Content/Blog
Ads Invites
Landing Page
Onboarding
Product Usage
Limits
Support Tickets
Emails
Sales Outreach
Customer
Conversion

Marketing
Product
Content/Blog
Ads Invites
Landing Page
Onboarding
Product Usage
Limits
Support Tickets
Emails
Sales Outreach
Support
Customer
Conversion Sales

1
Prospect with Context
Find your target customers using product/marketing data.

2
Build with Context
Use product triggers to get real-time feedback.

3
Service with Context
Create advocates by solving problems as they happen.

Key takeaways:
Prospect with context
Find your target customers using product/marketing data.
!
Build with context
Use product triggers to get real-time feedback.
!
Service with context
Create advocates by solving problems as they happen.
#atlassian

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Customer-Driven Development – Driving Growth Through Communication - Gurubavan Mahendren

1. #atlassian

2. Customer-Driven Development Driving Growth Through Communication GURU MAHENDRAN • PRODUCT ENGINEER • HUBSPOT • @GURUBAVAN

3. Let me tell you a story…

5. Employee #1

6. Customer Discovery Employee #1

7. Customer Discovery Employee #1

8. Customer Discovery Employee #1

9. Customer Discovery Employee #1

10. Customer Discovery Employee #1

11. How can we make this better?

12.

13.

14. Product

15. Product Marketing

16. Product Sales Marketing

17. Marketing Product Support Sales

18.

19. Marketing Product Support Sales

20. Marketing Product Support Sales Content/Blog Ads Invites Landing Page

21. Marketing Product Support Sales Content/Blog Ads Invites Landing Page

22. Marketing Product Support Sales Content/Blog Ads Invites Landing Page Onboarding Product Usage Limits

23. Marketing Product Support Sales Content/Blog Ads Invites Landing Page Onboarding Product Usage Limits

24. Marketing Product Support Sales Content/Blog Ads Invites Landing Page Onboarding Product Usage Limits Support Tickets Emails

25. Marketing Product Support Sales Content/Blog Ads Invites Landing Page Onboarding Product Usage Limits Support Tickets Emails

26. Marketing Product Support Sales Content/Blog Ads Invites Landing Page Onboarding Product Usage Limits Support Tickets Emails Sales Outreach Customer Conversion

27. Marketing Product Content/Blog Ads Invites Landing Page Onboarding Product Usage Limits Support Tickets Emails Sales Outreach Support Customer Conversion Sales

28. Marketing Product Support Sales Content/Blog Ads Invites Landing Page Onboarding Product Usage Limits Support Tickets Emails Sales Outreach Customer Conversion

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30.

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33. 1 Prospect with Context Find your target customers using product/marketing data.

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44. 1 Prospect with Context Find your target customers using product/marketing data.

45. 2 Build with Context Use product triggers to get real-time feedback.

46.

47.

48.

49.

50.

51.

52.

53.

54.

55.

56. 2 Build with Context Use product triggers to get real-time feedback.

57. 3 Service with Context Create advocates by solving problems as they happen.

58.

59.

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62. 3 Service with Context Create advocates by solving problems as they happen.

63. Key takeaways: Prospect with context Find your target customers using product/marketing data. ! Build with context Use product triggers to get real-time feedback. ! Service with context Create advocates by solving problems as they happen. #atlassian

64.

65.

66. Customer-Driven Development Driving Growth Through Communication GURU MAHENDRAN • PRODUCT ENGINEER • HUBSPOT • @GURUBAVAN