Section 3: Customer Learning

Prompt: How do you learn from customers and truly uncover their pain points?

Bobby Caruso

One of my favorite parts of being a PMM has been my direct access to customers. It’s important to establish a core working relationship with a few key strategic customers to help understand why they bought your solution in the first place and to get to the bottom of their “magic wand” wish list. That is, if they had a magic wand what would your product do? By understanding these requests — we can help ensure that we continue to deliver on customer excellence.

It’s also important to create options for asynchronous feedback, which is why I have instituted user and buyer feedback loops. Through Typeform or another survey tool, I have created 15-question surveys using a mix of binary and open-ended responses that help understand how to continue improving the lives of customers.

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