A desk is a dangerous place from which to watch the world.—John le Carré.
David John Moore Cornwell, pen name John le Carré, is a British author of espionage novels. During the 1950s and the 1960s, Cornwell worked for the British intelligence services MI5 and MI6, when he began writing novels under a pen name. Wikipedia
I’ve been reviewing job descriptions for product managers and product owners and something’s missing. The responsibilities include “representing the customer” and “being expert on the market.” Then they list a bunch of meetings and artifacts and office work.
How can you know the market if you’re not in the market?
Another client is developing a program for on-going customer interaction, including a “customer adoption” program for the executives, outbound calling trees for top-tier customers, and online forums for all customers. And of course, frequent visits to clients by product managers and product owners.
Haven’t you found clients to be the best source of positive information about your product? After all, your company colleagues can only see the problems and flaws as they strive to improve (which is good). But customers will tell you stories about how your product helps them do their jobs, and improves their value to the company and to their clients.
Need some good news? Call a client today.