Jeff Lash

You've done a lot of talks out there in the day.

And one of the things you've talked about is voice of the customer.

And it's not just about volume of feedback.

A lot of companies have lots of different channels of different things that are coming in.

And some of it is self-selected, people who complain, people who write in, stuff like that.

How does a really good, strong team decide where

which signals, which channels of customer or voice of customer they should trust and which ones maybe intentionally ignore those in favor of the other ones.

Yeah, I've spent most of my career in B2B and I think and not necessarily large scale B2B where, you know, you've got like millions and millions of customers, but situations where, you know, you know, it might be thousands of customers or tens of thousands.

Right.

So a somewhat more targeted market in some cases.

I think in a lot of cases, there are frontline people that really actually have a pretty good pulse on what's going on.

If we're talking about an existing product, an existing portfolio, because they're hearing day to day what, you know, what they're struggling with.

Sales is not always 100% correct, but I think a lot of times they have a pretty good pulse on, hey, here's the questions I'm getting asked, or here's the competitors we're losing out to.

Now, how we fix that is a product management job, but talking with sales, talking with customer success, technical support, if you have got an implementation team or services team, I think those are really good sources.

It doesn't mean we're gonna just verbatim take what they say as fact.

We've gotta assess it against other things.

Some things I like to think about is number one, what is our target market?

Because a lot of times I've found, oops, there we go, thumbs up.

A lot of times I've found that

that we're getting feedback requests for features or things like that from customers that are not in our target market.