Sometimes a customer requests a functionality. As an example, because she runs into a problem while interacting with the product. This is more serious when it happens often, when it prevents to accomplish critical or important tasks or when it forces time-consuming and error-prone workarounds.
In this case we are talking about a CRM-Like software, that is a software that every sales people and customer support org uses every day. It could be any enterprise software.
The customer says:
- Customer was telling us the solution – We are the experts of the solution, not them.
- There could be many possible solutions , some much better than others for both us and the customer.
- Customer is the expert of what’s the problem he needs to solve. We need to capture that.
- Customer often has a narrow perspective, focused on his problem in a specific day on a specific scenario. It’s normal. We should *never* expect they write requirements for us. They are simply not good at that.
- We need to elicit the root cause of the problem. This may require meaningful interviewing skills/methods.
If we don’t do so, let’s not be surprised if we hear things like “The customer said that the feature does not resolve his problem. But we did what he asked for!”