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How to Implement a Customer-First Strategy and Structure with Dashlane’s CPO
- Building a customer-centric strategy and structure for your business is about accommodating people, processes, and tools.
- A big challenge for companies is corraling feedback and turning it into something actionable, instead of just an email black hole.
- Another challenge is building the right thing: many companies lack research and validation that they are building the right things.
- To build a customer-first structure and strategy, you have to bring on insatiably curious people who are empathetic and understand what motivates and drives customers.
- A customer-centric structure starts with a triad at the core made up of the product manager, designer, and engineering manager or tech lead.
- The next outer ring contains a few roles, and their job is to provide input into the prioritization process. Research and data analytics live here, along with the development team.
- For companies in the early stages, building is based on projects and checking boxes, but they don’t fully understand it. You want to build processes that incentivize people to think in a broader context and solve bigger market problems.
- Tools can help manage feedback and reduce the burden on teams, but at some point, too much feedback can still be overwhelming.
- Investing in a prioritization framework and improving processes to optimize how people work will help you build the right thing and be more customer-centric.
- Roadmaps are always wrong, so it's important to have milestones and check-ins to ensure you're on track to hitting your broader goals.
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