How do you overcome resistance from the engineering when you tell them the customer has feedback and/or something isn’t working?
Is the engineering team always slow to incorporate customer feedback?
8
CoorsKing
WR Officer
4
Retired King of the Coors Knights
This is like asking if water is wet. Literally the only time I have ever seen engineering make quick fixes is when the War Room team finds issues. Hats off to them, they crush it.
At my existing company, it takes like 3 fucking years and multiple accounts churning before shit gets done.
Engineering is always blissfully unaware of what is happening in the field.
At my existing company, it takes like 3 fucking years and multiple accounts churning before shit gets done.
Engineering is always blissfully unaware of what is happening in the field.
poweredbycaffeine
WR Lieutenant
4
☕️
Prioritization is the name of the game when it comes to Product and Engineering teams. Different companies prioritize work differently, but most commonly the work that impacts the largest number of users at once is going to the top of the list. They are also constantly managing the technical debt that builds up if they take time to build something not on the priority list or if a project becomes out of scope.
Customer feedback about "nice to haves" will never get bumped to the top of the list. If it's something that will vastly improve the user experience or provides a clear path to greater revenue, then those items will always go to the top.
Customer feedback about "nice to haves" will never get bumped to the top of the list. If it's something that will vastly improve the user experience or provides a clear path to greater revenue, then those items will always go to the top.
Catdad
Good Citizen
2
Director of Business Development and Regulatory Affairs
Took me a year of fighting to get included in the product roadmap discussions. Super frustrating to see the aspects of requests that the engineering teams (hardware and software) get hung up on.
kiraugais
WR Officer
2
I work on the WR product
@GeneralCorp I feel like you can answer this one 🤡
GeneralCorp
Notable Contributor
2
General of The War Room
You know how I feel ;) xox
BmajoR
Arsonist
2
Account Executive
I'm super lucky to have a very responsive engineering team. They usually fix things within 90 days max, most of the time takes less than a month.
softwaresails
Politicker
0
Sales Manager
Yes. Yes. And another yes. Just part of the problem with software companies.
saaskicker
Celebrated Contributor
0
Enterprise AE
if it's not part of the roadmap you need someone with power to add it in -- best way to do this is tie the specific product/feedback to future or lost revenue and run it up the chain
CuriousFox
WR Officer
0
🦊
40 days and 40 nights...
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9 comments