Episode 248: Escaping the Reactive Trap in Product Teams

Product Thinking

How can a product manager handle a backlog of unanswered customer support tickets and enhancement requests while transitioning to a more strategic approach?

Addressing a backlog of customer requests requires strategic thinking rather than reactive responses. To manage this, categorize requests into buckets, establish communication rhythms for backlog reviews, and reset stakeholder expectations. Focus on quick wins to build credibility, engage with stakeholders collaboratively, and protect time for strategic discovery. Ultimately, create a framework for product strategy to prioritize feature enhancements effectively while involving customer support in the triaging process.

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