108: Nils Davis Say No to a Customer? Oh No He Didn't

After Nils Davis, author of The Secret Product Manager Handbook, and I shared a panel at the January Customer Success Network Meetup, it seemed natural to further the discussion on the podcast. We go deep into how product management and customer success team can work better together in service of the customer. My favorite part of our discussion had to do with how to say "no" to customers. Actually, we don't say "no." It is more a matter of prioritizing, how to communicate that to customers, and more importantly, how to listen to customers and dig into what they really want when they ask for a feature.

Hint: It's not always the feature they are after.

Learn more about Nils Davis:

• His website: https://secretpmhandbook.com/

• All the Responsibility Podcast: https://alltheresponsibility.com/

• YouTube Channel: https://www.youtube.com/channel/UCsfRtYYC4198qAsUVllDg6w

• The Book: https://www.amazon.com/Secret-Product-Manager-Handbook/dp/1983838934/

• The Persuasion Course: https://secretpmhandbook.com/persuasion/

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