Building strong customer relationships is the cornerstone of any successful product strategy. As product managers, we often focus on features and functionality, but the real magic happens when we connect with our users on a deeper level.

I've discovered that forging meaningful connections with customers falls into two distinct categories: those we're just getting to know and those we've built a rapport with over time. Let's explore strategies for both scenarios.

KEY TAKEAWAYS

Cultivating New Customer Relationships

When approaching new customers or users, preparation is key. Before any interaction, I make it a priority to:

• Research their company, industry, and specific use cases
• Analyze their purchase history and support tickets
• Identify key stakeholders and decision-makers

This groundwork allows me to enter conversations with context and demonstrate genuine interest in their business.

Regardless of the relationship stage, following up on commitments is non-negotiable. After every meaningful interaction:

• Summarize key points and action items
• Set clear expectations for next steps
• Deliver on promises, no matter how small

This consistency builds trust and shows customers that their input is valued and acted upon.

DM me in my community on Mighty Networks, ask me anything!

BEST MOMENTS

“Let them know that the evolution of your product relies on honest and constructive feedback from users like them.”

“Building rich relationships with your various stakeholders, especially your users, will transform you into an expert, shape you into a trusted resource, and actuate the accuracy of your knowledge toward your business's objectives for your customers.”

“If you listen to and solve problems for a broad base of your customers, your investments will become aligned with your business intentions.”

“You may need to carry the conversation with some users. Remind them that you asked for the meeting so that you could listen to their experiences, even if the feedback is not favorable.

VALUABLE RESOURCES

My free customer baseline guide + bonuses

My free tips for conducting customer feedback sessions

Check out my programs and workshops

ABOUT THE HOST

Heather has had more than 25 years of experience working with 1000s of customers and securing hundreds of millions of product funding. Early in her career, she was successful at rapidly growing start-up organizations, and over the past 15+ years she has a record of aligning diverse teams to deliver value for customers and strategies for organizations. All through having a focus on solving customer needs to achieve business outcomes.

CONNECT & CONTACT

Visit my community on Mighty Networks

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Email: info@listen-evolve-inspire.com

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