Thanks Nick. Really pleased you enjoyed the post. I totally agree with your comments. It’s definitely a two (or three, or four, or more) way street. I like to have Customer Service staff with a good enough understanding of the systems they’re supporting to be able to triage issues and identify genuine bugs before passing them to Dev. I’ve come into Product Management from the Business Analyst side so coding is a weakness, but it’s something I’m rapidly adding to my toolbox. I’d be wary of anyone leading a software project who doesn’t see the value in getting under the hood themselves. Anyway, thanks for reading.