Do your customers know that “you” exist?
April 14, 2009 2 Comments
In one of my previous posts, I had talked about educating customers on all the different product enhancements you have made to solve their problems. But there is another problem that needs customer education.
The phone conversation goes:
Product Manager: “Mr. Customer, I am the product Manager from company X.”
Customer: “Product Manager? Who is that?”
This is not uncommon. Not many people know what product managers do in companies. Some mistake them to be salespeople or customer support. Yes, we are a not well known breed like salesmen, software engineers, finance, customer support etc. We have to take it upon ourselves to educate our customers on who we are and then build the rapport with them.
Once customers find out that product managers have a large influence on the future direction of products they use, you become their greatest ally. But it is up to us to communicate it to them, build rapport with them, listen to them (yes listen, not talk to them) and build solutions that will make their lives easier.