The importance of project roadmap for customer retention
March 9, 2018
March 9, 2018
When a user works with a product team they have an expectations that a problem may come up. This problem could be a setup issue, it could be a bug they find in your program or what they feel is a missing critical feature of the product. When they his this issue, they will communicate this with your team to notify you. How you take it from there can make or break your reputation as a brand and business.
Communication is critical for users to know that a reported issue was heard and not in a blackhole somewhere. This is where the importance of a project roadmap comes into play. If you know where you are all at all times on what is being worked on, what is coming next, and next after that you can quickly see if the issue or feature being reported is already accounted for in an upcoming planned release. If not, you are organized enough to know if you have any capacity in a planned project to work it into an existing planned iteration. Still, if no room exists, you can begin planning the iteration after that and letting it be the first request if you feel the change requires resolution.
If you do not have a planned project roadmap then you have no visibility into what you are doing that can be used to communicate quickly requests for information about future changes and know when you can start to plan out future changes into releases. The importance of a project roadmap is to give your team and users pure visibility into where you are taking the product. A user may need a feature you are missing and if it is something you are planning to do soon, and they know that, they may stick around and wait. If you provide no visibility into what is coming, you are going to lose customers due to lack of communication and vision sharing.
Provide your users with a clear roadmap so they know where you are going with the product, where there specific changes are falling and that you have heard them and value their feedback and your reputation and brand will be that of a caring company that knows how to listen to their users!