As a Product Manager (PM), your role is often defined by the ability to balance multiple priorities — working with engineering, design, marketing, and other key stakeholders to ensure that your product meets business goals while also delighting users. However, the customer support team is one crucial partner that is sometimes overlooked when considering the PM’s role in improving the product experience.

Customer support teams interact with your users like no other group does. They have their fingers on the pulse of customer pain points, recurring issues, and subtle feedback from the people using your product daily. If leveraged effectively, this wealth of knowledge can be a secret weapon for product managers to shape better product strategies, build more user-friendly features, and improve overall customer satisfaction.

So, how can Product Managers and customer support teams collaborate to create a feedback loop that enhances the product experience? Let’s dive into the strategies that make this partnership a game-changer.

The PM-Support Symbiosis: Why It Matters

Before we explore the tactics, it’s essential to understand why this relationship is so valuable. Here’s why customer support should be a PM’s best friend:

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