Quick win: talk to customer support
So you're a new product manager. Where to begin? Perhaps the quickest "win" is to find those minor glitches that annoy your customers the most. How? Go talk to the folks in customer support. Ask to see their phone records (trust me: there's more logging in customer support than in any other department except for finance). Look for long calls. Frequent complaints. Problems on OSOK (other side of keyboard). The ID-10T errors. Sometimes the simple things have huge impact to customer satisfaction, and without too much development effort, we can raise our sat levels quickly. Remember, documentation is the evidence of poor design. Ask the people who deal with customers daily where we can improve. For another take on the importance of ideas from front-line employees, Nancy Porte of Vovici explains:
Sometimes customers just don’t know what they want. Steve Jobs told Inc. Magazine, “You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.” To better understand and serve customers, many businesses are now turning to their front-line employees.Read more in Voice of the Customer through the Employee on Vovici.
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