Engineers Should Spend a Day Each Week in Support and Sales
2 days ago
- #customer-support
- #product-development
- #engineering-culture
- Engineers spend 20% of their time on customer support or sales to build better products.
- Direct customer interaction helps engineers build empathy and understand real user pain points.
- Engineers develop respect for support and sales teams, leading to better collaboration and tools.
- Engineering-led culture ensures authentic communication with technical customers.
- Customer feedback directly influences product features, leading to more relevant solutions.
- Faster feedback loops between customers and engineers result in quicker, more effective solutions.
- Engineers innovate creatively by understanding customer problems deeply.
- Common objections like 'engineers are too expensive for support' are addressed with long-term benefits.
- Cultural shifts include increased customer-centricity, higher quality standards, and improved team cohesion.
- Direct customer contact accelerates innovation and inspires technical solutions.