Dear Product Managers: Revere the Front Lines

People on the front lines are full of insights

via Wikimedia commons

Customer facing teams are part of your product

Make it an instinct

Walk the walk

  1. When you onboard to a new company, or start a new project interview separate customer facing teammates and functions. Listen and take notes. (This may freak some of them out as they may not be used to being genuinely listened to.)
  2. Create regular, open-ended channels for insights such as a bi-weekly or monthly session with customer-facing leads to surface insights or issues. This can be one big session or broken up into ownership areas, whichever makes sense.
  3. Make them a part of your team. If you share an objective, put the org chart aside. Whether that’s Trust & Safety with a content moderation product team, or sales together with a growth team — you should work as closely together as you would with engineering or design.
  4. Turn their feedback into action. Not all the time, not everything, but without showing action you won’t have much credibility.

--

--

--

I love data, I love people, and I love being proven wrong by both. Product at Riverside.fm, ex-AppsFlyer, Patreon, Duckduckgo, Wix

Love podcasts or audiobooks? Learn on the go with our new app.

Recommended from Medium

Getting Focused: Advice for Managing Headcount, Running Successful Meetings, and Ditching the Email…

2 Crucial Lessons I Learned From Quitting My 9–5 Job

Professional Services — Getting your team back to scale

A week with leading advertising agency BBH.

The Four (4) different types of Entrepreneurs and Career Professionals

CS371P Spring 2022: Eric Dai

City jobs are no more at risk of automation than they were a century ago

Great Sites to Find Your Next Programming Job

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store
Tal Raviv

Tal Raviv

I love data, I love people, and I love being proven wrong by both. Product at Riverside.fm, ex-AppsFlyer, Patreon, Duckduckgo, Wix

More from Medium

“Build bridges with other departments” — The Product team

A wooden bridge in a forest

Social responsibility in product management is no longer moral luxury

Co-creating your product leadership journey

How can product managers help prevent the next Theranos?