One of the most burdensome yet vital aspects of software is periodic software updates. With them, companies can update software with new features, upgrade existing features, or change specifications, user interfaces, or the design of the software. During this process, however, end-users often get frustrated with long downloading times, re-learning the new software and its features, and reaching the level of proficiency they had prior to the changes. This slideshare provides tips on how to keep customers happy after releasing a major product update.

1. How A Product Manager Can
Keep Customers Happy
When Releasing A Major
Product Update

2. Software Updates and Upgrades
● Necessary to keep software up-to-
date and updated with the latest
developments
● Cause frustration because of
waiting for update, learning new
functions and interfaces
● Often lead to customer
dissatisfaction and as a result,
churn

3. 5 Mistakes Product Managers Make
That Cause Customers Churn
1. Next-bench Syndrome- product
managers often only speak to
other employees about product
specifications
2. Over-reliance on Sales and CIOs-
salespeople and CIOs can
provide valuable input, but may
not necessarily have the
customers’ best interests in mind

4. 3. Negative User-experience
(UX)- some of the benefits of
software functionalities can
be offset by a bad user-
interface and difficult
navigation

5. 4. Too many features, too little
onboarding- employees have
access to, but no knowledge of,
many of the features of the
software

6. 5. Insufficient Online Support
Resources- support requests
after software updates can
overwhelm the technical
support department. Effective
online support can alleviate
some of that support traffic

7. Tips To Skyrocket User Satisfaction
● Take the time to learn from
end-users
● Use user feedback to improve
the software
● Test and re-test software to
identify problem areas in need
of improvement

8. ● Clearly identify product
features and their benefits
● Invest in a support team for
issues that cannot be solved
by other means

9. Tools To Improve Customer Success
● Onscreen Guidance-
onscreen guidance like
WalkMe can help
software users navigate
through complex tasks
without the help of a live
person

10. ● Customer Success Management Application- Gainsight monitors
end-user activity in a vendor’s application, helping vendors spot
potential problems and user dissatisfaction

11. Conclusion
● Gather and act on user
feedback to improve software
● Clearly identify software
features and their benefits
● Test software to ensure
successful implementation
● Provide onscreen guidance to
help users through complex
tasks
For more tips on maintaining
user satisfaction while
updating software, visit the
SpechTechular blog at
spechtechular.walkme.com
and download the free white
paper