What you'll get from this article:

🤔 What is a product roadmap, and why should you use one

✅ The benefits of using a public roadmap

🔡 How to create a product roadmap

🎯 Tips for using roadmaps effectively

Customer success strategists are the lifeblood of any company. Without them, customers would be lost, and businesses would crumble. But what exactly do these unsung heroes do? And how can you become a successful one yourself?

You're missing out on many potential benefits if you're not using a public roadmap tool as part of your customer success strategy. You can improve transparency and communication while building trust and loyalty by providing your customers with access to your product roadmap. This blog post will discuss the benefits of using a public roadmap tool and how it can help improve your customer success strategy.

Free roadmaps for built-in-public projects
Free roadmaps for built-in-public projects

What is a public roadmap tool, and why do you need one as part of your customer success strategy

1. It builds transparency and communication.

When customers can see exactly what features are being developed and when they are scheduled for release, it builds transparency and communication between your team and your customers. This helps ensure that everyone is on the same page and that customers understand what you are working on and when they can expect to see it released.

2. It builds trust and loyalty.

When customers feel they have a say in what features are being developed, they will be more likely to trust your product and remain loyal to your brand. Having a public roadmap tool shows that you care about your customer's feedback and are willing to listen to their suggestions. This builds trust and encourages customers to stick with your product long-term.

3. It helps keep everyone organized.

A public roadmap tool can help keep everyone on your team organized by serving as a central hub for all product information. This eliminates the need for team members to send out individual updates about upcoming features or changes, saving time and ensuring that everyone is always up-to-date on what's happening with the product.

Inbox Zero
Photo by Solen Feyissa / Unsplash

4. It demonstrates a commitment to innovation.

By showing that you are constantly working on new features and improvements, a public roadmap tool demonstrates your commitment to innovation. It reinforces the idea that your product is continuously evolving. This can inspire customer confidence in your product and encourage them to stick with you as you continue to make updates.

How to choose the right public roadmap tool for your business

When selecting a public roadmap tool for your business, it's essential to consider your team's and your customers' needs. Here are some factors to consider when making your decision:

1. The features of the tool.

Make sure the tool you choose offers the features you need, including sharing updates, tracking progress, and collaborating with others.

2. The level of transparency you want to provide.

Some tools offer more transparency than others, so decide what level of visibility you want to give your customers.

3. The level of control you want to maintain.

Some tools give customers more control over what they see, while others maintain more control for the product team. Decide which is more important to you.

4. The size and type of your company.

Consider the size and type of your company when making your decision. Some tools are better suited for smaller companies, while others are better for larger organizations.

5. The budget you have available.

Some tools require a paid subscription, while others are free to use. Choose the tool that fits within your budget constraints.

6. The level of collaboration the tool allows.

Make sure the tool you choose allows for easy collaboration between team members. This will make it easier to share updates and track progress.

7. The level of customer input the tool provides.

Some tools allow customers to vote on features or provide feedback directly on the roadmap. Consider whether this level of customer input is essential to you.

8. The type of product you have.

Not all tools are suited for all types of products. Make sure the tool you choose is compatible with the kind of product you have.

Free Public Roadmaps you can embed and share - Goos.ly
Public Roadmaps you can embed and share - Goos.ly

The benefits of using a public roadmap tool to manage customer success

A public roadmap tool is an essential part of any customer success strategy. It enables you to share your plans and progress with your customers, keeping them up-to-date on what you are doing and how it impacts them. This builds trust and strengthens the relationship between your company and your customers.

A public roadmap tool can also help you identify potential roadblocks and anticipate issues before they become problems. By being proactive, you can avoid damaging your customer relationships and ensure that your customers remain satisfied and successful.

How to use a public roadmap tool to keep your customers informed and engaged

When creating a public roadmap, it's important to consider how you will present it to your customers. There are a few ways to do this:

1. Share updates regularly.

Make sure to share updates about your progress regularly, either through the tool itself or through other channels such as email, social media, or your company website. This will keep your customers informed and engaged with what you are doing.

2. Use visuals to explain complex information.

Roadmaps can often be complex, with many different features and changes happening simultaneously. To make sure your customers understand what's going on, use visuals such as graphs, charts, and images to explain the information. This will help them see the big picture and how each change impacts the product as a whole.

UX Work: Woman's hands drawing a wireframe
Photo by Kelly Sikkema / Unsplash

3. Keep it brief and easy to read.

Your customers are likely busy people, so make sure your roadmap is brief and easy to read. Use clear headings and labels to help them quickly find the necessary information. And if there is too much information to fit on one page, consider creating multiple pages that can be easily accessed from a table of contents or index.

4. Make it interactive.

Consider using a tool that allows customers to interact with the roadmap directly. This will give them a more hands-on experience and show how their feedback impacts the product development process.

A tool for creating an effective public roadmap that meets the needs of your customers


Goosly is an online tool that helps you create public roadmaps. It offers a variety of features, including the ability to share updates, track progress, and collaborate with others. It also provides transparency and control for both the product team and the customers. Additionally, it is adaptable to different company sizes and types. This makes it a versatile tool for creating roadmaps that meet your customers' needs.

Goos.ly - Free Public Roadmap Tool 

Goosly is the best program for making roadmaps for software developers, marketers, and more. Its simple interface makes it easy to create and customize your roadmaps, and its powerful features help you get the most out of your planning. With Goosly, you can be sure that your roadmap will be accurate and up-to-date.