Disruptive Customer Demands

Topics:
Marketing Strategy,
Product Development and Design
Tags:
Customer,
Daniel Shefer,
Product,
Request
Source:
Daniel Shefer

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Overview: Product Managers experience product-related requests from customers. These requests help align the product with customer's needs, shed light on how they use the product and generally improve the attractiveness of the product to its target market. However, sometimes, these requests become disruptive. This can happen when providing a solution is done outside the product roadmap. Many product organizations do this because the "Request" includes a threat that unless the feature is added, changed, fixed etc., the customer will not buy the product, will stop testing it, or discontinue its use. This paper will discuss when and why customers make disruptive requests, how to deal with them and how minimize their disruptive impact.

(Is this item miscategorized? Does it need more tags? Let us know.)

Format: HTML | Date: Jan 2003 | Pages: 6

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