(highlight:: How Bias Shapes the Perspective of Different Depts within an Organization
Summary:
Support teams are good at identifying issues but don't talk to prospects.
Salespeople focus on closing big deals, not the overall company. Marketers prioritize campaigns over product knowledge.
Understanding different perspectives is important for product managers.
Transcript:
Speaker 1
So our support teams are paid to close tickets and get folks off the phone. And they're a really good source of what most folks are finding that's broken. But they don't ever talk to prospects because prospects don't come through support. On the sales side, at least on enterprise sales, we pay our salespeople to close individual really large deals, not for the good of the corporation. And so what that means is that they almost always represent a tiny, narrow, non-representative slice, but with a lot of dollars attached that causes them to tip over our general point Of view. Right? Marketing folks are almost always more interested in campaigns and messages and high-level slogans than they are about exactly how the product works. So as we walk through the organization, the way we hire and reward and move people ahead should help us understand their point of view. And as a product person, as a product manager, I have to make all those folks at least reasonably happy without necessarily giving them all what they want because they each bring their Expected and completely normal set of biases to how they see the world.)
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