Growth tacticS

Engaging Customers with Feature Requests Follow-Up

Retention

Engage customers who have contributed to your product roadmap by following up with them when features they requested are released.

Engaging Customers with Feature Requests Follow-Up

It can be frustrating for customers to share ideas and not get anything in return. If customers don't feel heard, they will go elsewhere. Following up with customers who have contributed to your product roadmap is a great way to show them that their ideas are valued and appreciated. You can do this by sending them a personal email when you release a feature they have interacted with in the roadmap. You can also give them beta access to those features and try to get feedback from them. At StatusPage.io, they track customer feature requests in a Google spreadsheet. When a user makes a request, they log it in the spreadsheet and get on the phone to chat with the customer as appropriate. When the feature is built, they reach back out the customer to tell them about the feature. This method has been used to grow their annual recurring revenue from $0 to $2.49M and it drove upgrades which increased their average revenue per customer by 2.4x.

How to implement
  1. Track customer feature requests in a spreadsheet.
  2. Log each request in the spreadsheet and get on the phone to chat with the customer as appropriate.
  3. When the feature is built, reach back out to the customer to tell them about the feature.
  4. Give the customer beta access to the feature and ask for feedback.
  5. Follow up with the customer to see if they are satisfied with the feature.
  6. Offer the customer an upgrade to a higher tier plan that includes the new feature.