Customer discovery is the lifeblood of product teams to identify the most important customer needs to solve next. Often it's the Product and UX members of the trio who take lead on facilitating this discovery. But what about other customer-facing teams in an organization? How do product teams best partner with these teams to understand customers’ unmet needs and decide which needs to address next?

1. Collaborate Better With Your Customer-Facing Teams
Hope Gurion Rebecca Komathy
With: Moderated by:
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Candid Conversations with Product People
Webinar Series

2. Amplitude is the #1 Product Intelligence platform helping companies build better products.
Amplitude powers over 40,000 digital products from 180+ countries around the world. They have
tracked over 28 trillion user actions to help digital product and growth teams instantly understand
user behavior, build engaging experiences, and grow their business.
To learn how Amplitude can help your product team, visit amplitude.com

3. 3Candid Conversations
With Product People
Click on the Questions panel to
interact with the presenters
https://www.productmanagementtoday.com/webinar-series/11062/candid-conversations-with-product-people

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About Hope Gurion
Hope Gurion has more than 20 years of productmanagementand leadership experience,leading product,design and
analytics teams. She founded Fearless ProductLLC to serve companies seeking growth through productinnovation.
She specializes in coaching new productleaders,often from non-productdisciplines,to accelerate their confidence
and competence.Her “Fearless Product Leadership” podcastseries helps new productleaders learn from experienced
peers how they tackle some of their toughestresponsibilities.Hope has led and coached with more than 50 B2B and
B2C productteams in start-up, growth and mature stage companies.In addition to coaching and consulting,she
moderates the Senior ProductLeader council at Collaborative Gain.
About Rebecca Komathy
Rebecca attended California State University,Long Beach,where she earned her M.F.A.in Creative Writing with a
concentration in Fiction.After working in the publishing andEnglish education fields,she became more interested in the
information science and business aspects.She is attending SJSU for her second Master’s,this time in Library and
Information Science so she can learn more aboutdigitalcuration.She currently works atAggregage as a Webinar
Coordinator.When she’s notworking,she is probably snuggling with her French bulldog namedKira.
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Collaborate Better With Your Customer-Facing Teams

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Why is collaboration so important?
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Share your answer in
the Q&A panel

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Why should we collaborate?
3 reasons
How can we better collaborate?
3 actions

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Why is collaboration so important?
Align and complement instead of
contradict

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Why is collaboration so important?
See the whole system

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Why is collaboration so important?
Leverage each other’s expertise
and experience

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Questions?
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How can we better collaborate?
1. Stand-up
2. Visualize to align
3. Understand first-hand
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1. Weekly cross-functional stand-up
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Source: Miro Customer Journey Map 2 template

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1. Weekly cross-functional stand-up
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• Goal and progress to goal
• Sales: grow prospects and opportunities in pipeline
• Product:
• Desired outcomes: how we’re measuring success
• Discovery: needs/segments we’re learning about
• Delivery: how we’re solving for those needs
• Implementation: timing from contract to customer-adoption
• What do you need/where are you blocked?
• Marketing: client testimonials/case studies
• Sales: demo videos
• Implementation: internal tooling for efficiency
• Product: access to target customers for discovery

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2. Create visuals to align around the customer and our goals
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Source: Fearless Product

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2. Create visuals to align around the customer and our goals
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Source: Fearless Product

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3. First-hand understanding of customers’ needs
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3. First-hand understanding of customers’ needs
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•We all
participated in it
•We all believe it
•We remember it
•We all got our
questions
answered
Live
observation
•If we saw it, we
believe it and
likely remember
it
• But we still have
unanswered
questions
Interview/
observation
Video
•If we saw it, we
believe
•We will easily
forget this
Highlights
reel
•If we
participated, we
remember it
•If not, we don't
know where to
find it and don’t
try
Interview
snapshot
We believe it, but
we will easily
forget it
Summary
email/slack
•We believe it
•But it's difficult to
turn into action
Sentiment/
Feedback
surveys

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Q&A
Rebecca Komathy
With: Moderated by:
Product Leader Coach, Fearless Product LLC
Linkedin page: /in/hopegurion
Twitter ID: @hopegrrr
Website: fearless-product.com
Hope Gurion
Webinar Coordinator, Product Management Today
Linkedin page: /in/rebeccakomathy/
Twitter ID: @ProdMgmtToday
Website: productmanagementtoday.com
https://www.productmanagementtoday.com/webinar-series/11062/candid-conversations-with-product-people