Disruptive Customer Demands

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 article discusses when and why customers make disruptive requests, how to deal with them, and how minimize their disruptive impact. Read Disruptive Customer Demands.