Comments on: Can a product manager get feedback without talking to customers? http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/ Your product management questions answered Mon, 08 Feb 2010 13:24:53 +0000 hourly 1 By: Tom Grant http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/comment-page-1/#comment-95 Tom Grant Mon, 21 Apr 2008 23:34:34 +0000 http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/#comment-95 Question #1 has to be, "Why don't I have contact with the customers?" If it's a question of your management discouraging you from spending your time with customers, then you might be in the wrong job (not necessarily the wrong company). Whatever your source of information, you need to be sure you're asking the right questions. "What is the user trying to do?" is far more important than, "What feature does this customer want?" The first question is the only way you'll ever adequately answer the second. Plus, if the person providing you with information can't answer the first question, your going to have a tough time being a product manager. Question #1 has to be, “Why don’t I have contact with the customers?” If it’s a question of your management discouraging you from spending your time with customers, then you might be in the wrong job (not necessarily the wrong company).

Whatever your source of information, you need to be sure you’re asking the right questions. “What is the user trying to do?” is far more important than, “What feature does this customer want?” The first question is the only way you’ll ever adequately answer the second.

Plus, if the person providing you with information can’t answer the first question, your going to have a tough time being a product manager.

]]> By: Jeff Lash http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/comment-page-1/#comment-89 Jeff Lash Tue, 08 Apr 2008 17:52:28 +0000 http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/#comment-89 Another perspective on this question can be found at the Silicon Valley Product Group site, with the article "<a href="http://www.svpg.com/blog/files/dont_talk_to_customers.html" rel="nofollow">Don't talk to customers?</a>" Another perspective on this question can be found at the Silicon Valley Product Group site, with the article “Don’t talk to customers?“

]]> By: Raj P http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/comment-page-1/#comment-88 Raj P Tue, 08 Apr 2008 00:07:26 +0000 http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/#comment-88 Great points by Adam & the commenters. One more point to think about. Can you "invent" reasons to interact with your customers?! For example, if you can convince the powers at your company that you can do a webinar or usability testing with your customers - then you can use that opportunity to gather their feedback as well. It sounds like there is politics in your company that prevents you from talking to customers. How about playing some politics yourself to get access to customers?! :) Best, Raj <a href="http://www.accompa.com" rel="nofollow">Accompa - Affordable requirements software for product managers</a> Great points by Adam & the commenters.

One more point to think about. Can you “invent” reasons to interact with your customers?!

For example, if you can convince the powers at your company that you can do a webinar or usability testing with your customers – then you can use that opportunity to gather their feedback as well.

It sounds like there is politics in your company that prevents you from talking to customers. How about playing some politics yourself to get access to customers?! :)

Best,
Raj
Accompa – Affordable requirements software for product managers

]]> By: How Product Managers can gather cutomer feedback & define requirements : Practical Product Management http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/comment-page-1/#comment-87 How Product Managers can gather cutomer feedback & define requirements : Practical Product Management Mon, 07 Apr 2008 23:57:33 +0000 http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/#comment-87 [...] is a good discussion going on at the Ask A Good Product Manager blog run by Jeff Lash on the topic of how a Product Manager who doesn’t have direct access to [...] [...] is a good discussion going on at the Ask A Good Product Manager blog run by Jeff Lash on the topic of how a Product Manager who doesn’t have direct access to [...]

]]> By: Joe Rubio http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/comment-page-1/#comment-86 Joe Rubio Mon, 07 Apr 2008 23:35:28 +0000 http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/#comment-86 Speech analytics tools from companies such as Autonomy etalk can allow you to specify key words that you are interested in seeking - competitive product names, praise for your product, even what is the emotional context the words were spoken in by the caller or the agent, etc. - and provide reports that will let you quantify the results, and actually listen to selected recordings. Magic stuff for product managers. Speech analytics tools from companies such as Autonomy etalk can allow you to specify key words that you are interested in seeking – competitive product names, praise for your product, even what is the emotional context the words were spoken in by the caller or the agent, etc. – and provide reports that will let you quantify the results, and actually listen to selected recordings. Magic stuff for product managers.

]]> By: Mario Bilotas http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/comment-page-1/#comment-85 Mario Bilotas Mon, 07 Apr 2008 20:29:12 +0000 http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/#comment-85 Our company gathers enterprise level feedback, and creates an actionable solution for companies as well as attending to the best interest of the customer (ultimate stakeholder) without having to interact back, thus saving money on 800 calls and customer service. Please take a look at the site and if I can assist you in any way, I can be reached at (847) 681-6100 or mbilotas@opinionlab.com. Have a great day. Our company gathers enterprise level feedback, and creates an actionable solution for companies as well as attending to the best interest of the customer (ultimate stakeholder) without having to interact back, thus saving money on 800 calls and customer service. Please take a look at the site and if I can assist you in any way, I can be reached at (847) 681-6100 or mbilotas@opinionlab.com. Have a great day.

]]> By: Ask a Product Manager Question : Write That Down http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/comment-page-1/#comment-79 Ask a Product Manager Question : Write That Down Mon, 07 Apr 2008 15:12:32 +0000 http://ask.goodproductmanager.com/2008/04/07/can-a-product-manager-get-feedback-without-talking-to-customers/#comment-79 [...] So, here it is: Can a product manager get feedback without talking to customers? [...] [...] So, here it is: Can a product manager get feedback without talking to customers? [...]

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