Question Page

How do you scale your customer feedback loop?

You're collecting feedback from many sources. What tools or techniques do you use to scale this process to prevent bottlenecks when disseminating information?
Preethy Vaidyanathan
Matterport VP of ProductAugust 31

There are three broad categories of customer feedback: improvements to existing products, strategic customer problem areas when you zoom out for long-term planning and active customer engagement on existing roadmap. 

Improvements to existing products: 

  • This is usually the most robust feedback loop where both product teams as well as cross-functional partners in sales, support, customer service all have customer insights on how current products and features can be improved. This is something to continue to nurture.

Strategic customer and market feedback: 

  • This is an area of investment to specifically focus. This typically happens in alignment with the company 's strategic planning process. This is an important area to continue to confirm strategic bets and long-term planning. 

Active engagement on roadmap: 

  • An area to focus to ensure that there is continuous engagement with your customers throughout your product development cycle. Active investment here will be very beneficial to architect product launches are consistently set up to drive successful adoption. 

982 Views
Top Product Management Mentors
Deepak Mukunthu
Deepak Mukunthu
Salesforce Senior Director of Product, Agentforce AI Platform
Ashka Vakil
Ashka Vakil
strongDM Sr. Director, Product Management
Deepti Pradeep
Deepti Pradeep
Adobe Director of Product Management, Growth
Clara Lee
Clara Lee
PayPal VP, Product
Abhijit Limaye
Abhijit Limaye
Matterport Sr. Director of Product Management
Rodrigo Davies
Rodrigo Davies
Asana Director of Product Management, AI
Preethy Vaidyanathan
Preethy Vaidyanathan
Matterport VP of Product
Farheen Noorie
Farheen Noorie
Grammarly Monetization Lead, Product
Jacqueline Porter
Jacqueline Porter
GitLab Director of Product Management
Tom Alterman
Tom Alterman
Notable Head of Product