Podcast ¦ Next In Queue: This Doesn’t Just Happen featuring Sarah Caminiti

Summary: In this podcast episode, the speaker discusses the importance of including support teams in product development. They highlight the limitations of relying solely on surveys for customer insights and emphasize the valuable knowledge and ideas that support teams possess. The speaker suggests that the lack of involvement from support teams is primarily a cultural issue and calls for a shift in mindset and better communication between support and product teams.

Key Points:

• Support teams are often not involved in product development due to a lack of understanding of their value and the customer insights they possess.
• Relying solely on surveys for customer insights is limiting, as it only captures the opinions of a select group of people.
• Support teams have firsthand knowledge of customer problems and can often provide quick and effective solutions.
• Product teams may want to involve support teams but struggle due to time constraints and organizational priorities.
• Leadership plays a crucial role in fostering a culture that encourages communication and collaboration between support and product teams.

Key Takeaways:

• Support teams possess valuable customer insights that can inform product development.
• Surveys should not be the sole source of customer insights.
• There is a need for ongoing dialogue and collaboration between support and product teams.
• Support teams can offer solutions to customer problems based on their experience and knowledge.
• Leadership should prioritize and facilitate better communication and collaboration between support and product teams.
• Support teams should be included in product development discussions and decision-making processes.
• A cultural shift is needed to recognize and leverage the value that support teams bring to the organization.
• Support teams should not just focus on identifying problems but also offer potential solutions.
• Collaboration between support and product teams can lead to more customer-centric products.
• Support teams need to be empowered to share their insights and ideas with product teams.
• Understanding the complexity and priorities of product development can help support teams better communicate with customers.
• Open and regular communication between support and product teams can lead to better customer experiences and product improvements.