Product teams rarely lack customer input. Sales brings requests from prospects. Customer Success shares renewal risks. Support reports repeated complaints. Discovery calls surface unmet needs. Usage data points to drop-offs. Executives come back from customer meetings with opinions. A large account asks for something by the end of the quarter. Most of that input is useful. The problem is what happens next. A comment becomes a request. A request becomes a candidate feature. A

For more than a century, businesses have been told to treat “the customer as always right.” Coined by retailers like Harry Gordon...

Product managers rarely suffer from a lack of customer contact. Calls, site visits, advisory councils—most teams have some version of...

A lot of product teams are doing the right things, at least on paper. They’re shipping regularly, talking to users repeatedly, running...