To understand what’s wrong with your product, ask people inside your business
Customer-facing folks have a massive amount of info on what your customers are doing and saying
Sometimes, companies are baffled as to why their product isn’t successful.
- Why aren’t customers buying?
- What’s wrong with the product?
- What are we doing wrong with our marketing?
- What’s the competition up to?
- How are customers managing (to solve their problem) without our product?
All excellent questions.
Sometimes, OK, not always, the answers are inside your business.
For product-focused people, getting into your internal stakeholders’ heads and minds has always been crucial in understanding customer pain points.
Sales, Marketing, Support, DevOps/Platform, Customer Success, Training, your partners — they all have valuable info. Anyone, in fact, who deals with your customers has inside knowledge of what customers are actually saying about their problems (and your product).
They have the inside scoop and a lot of knowledge about current customers and what’s happening in the market right now.
You need to ask them questions and listen to them.