Comments on: Learn from your support staff http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/ A blog with tips on product management and related topics. Written by Jeff Lash, a product manager in St. Louis, MO Mon, 15 Mar 2010 17:55:06 -0700 http://wordpress.org/?v=2.9.2 hourly 1 By: Do you know your Product Manager? « Nirupesh Joshi’s Blog http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/comment-page-1/#comment-1092 Do you know your Product Manager? « Nirupesh Joshi’s Blog Sun, 15 Jul 2007 13:52:40 +0000 http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/#comment-1092 [...] Jeff Lash’s tips on Product Management: http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/ [...] [...] Jeff Lash’s tips on Product Management: http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/ [...]

]]> By: John Eaton http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/comment-page-1/#comment-467 John Eaton Tue, 22 May 2007 14:43:17 +0000 http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/#comment-467 Try actually doing a support roll sometime - either as an escallation or in the direct line of fire. It's a real eye-opener. I know from past experience that many issues never make it into the product development pipeline - they get dismissed at some point or someone arbitrarily decides that the risk is acceptable - I think it's very important to interact with the support group - it's surprising how feedback from support can affect product direction and actually lead to innovation. -- John Try actually doing a support roll sometime – either as an escallation or in the direct line of fire. It’s a real eye-opener. I know from past experience that many issues never make it into the product development pipeline – they get dismissed at some point or someone arbitrarily decides that the risk is acceptable – I think it’s very important to interact with the support group – it’s surprising how feedback from support can affect product direction and actually lead to innovation.

– John

]]> By: Pete http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/comment-page-1/#comment-327 Pete Wed, 09 May 2007 02:53:29 +0000 http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/#comment-327 I believe in data mining the Field Service Engineers and World Wide support teams for customer feedback. Sadly my manager believes it's not his job. R&D believe they have a great ivory tower and all the locks are beyond doubt. Hopefully someone very high up will fire all the fat and happy freeloaders and give me a boost PDQ..before I quit. I believe in data mining the Field Service Engineers and World Wide support teams for customer feedback.

Sadly my manager believes it’s not his job.

R&D believe they have a great ivory tower and all the locks are beyond doubt.

Hopefully someone very high up will fire all the fat and happy freeloaders and give me a boost PDQ..before I quit.

]]> By: Alexey http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/comment-page-1/#comment-324 Alexey Tue, 08 May 2007 17:47:18 +0000 http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/#comment-324 Moreover, by understanding frequently asked questions, unaswered questions and knowing your support experts you (as a PM) and your product can greatly benefit. Moreover, by understanding frequently asked questions, unaswered questions and knowing your support experts you (as a PM) and your product can greatly benefit.

]]> By: Richard http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/comment-page-1/#comment-320 Richard Tue, 08 May 2007 07:15:06 +0000 http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/#comment-320 Remember too that by understanding the issues that are driving customers to contact support, you may be able to reduce them and thus reduce costs in your organisation. Product management has a big responsibility in this area! Remember too that by understanding the issues that are driving customers to contact support, you may be able to reduce them and thus reduce costs in your organisation.

Product management has a big responsibility in this area!

]]> By: Alexey http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/comment-page-1/#comment-319 Alexey Tue, 08 May 2007 00:09:19 +0000 http://www.goodproductmanager.com/2007/05/07/learn-from-your-support-staff/#comment-319 Hi Jeff, I agree with you and I have also written on an aspect of this topic in my blog :), Support Knowledge Base System for a PM: http://yoxel.wordpress.com Cheers, Alexey Hi Jeff,

I agree with you and I have also written on an aspect of this topic in my blog :) , Support Knowledge Base System for a PM:

http://yoxel.wordpress.com

Cheers,
Alexey

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