Handling Feature Requests from Important Customers

As a Chief Marketing Officer (CMO), it’s important to ensure that product decisions align with customer needs and business goals. This article explores the best approach when there’s a disagreement with the Product Owner regarding feature priorities.

Exam Question

You are the Chief Marketing Officer (CMO) for your company. Several important customers have asked for a particular feature that is not part of the next release of a product. The Product Owner feels that this feature is not as important as other features for the product’s target market. You think the Product Owner may not have all the information that they need to make this decision. In response, what should you do?
(choose the best answer)
A. Lobby Developers who you think may support your position, in the hope of gaining more support for the idea.
B. Help connect the Product Owner with the customers, to understand first-hand the problems the customers are trying to solve, but ultimately leave the decision whether to engage or not with the Product Owner.
C. Lobby other stakeholders to express support for adding the feature, to put more pressure on the Product Owner.
D. Speak with the Product Owner’s manager and the division head to express your concerns, hoping to get the features back into the release.
E. Talk to the customers, encouraging them to escalate their concerns to the support organization to put pressure on the Product Owner to change direction.

Correct Answer

B. Help connect the Product Owner with the customers, to understand first-hand the problems the customers are trying to solve, but ultimately leave the decision whether to engage or not with the Product Owner.

Explanation

Correct Answer

B. Help connect the Product Owner with the customers, to understand first-hand the problems the customers are trying to solve, but ultimately leave the decision whether to engage or not with the Product Owner:
This approach promotes transparency and direct communication between the Product Owner and the customers. It ensures that the Product Owner has all the relevant information to make an informed decision. By facilitating this connection, you respect the Product Owner’s role and responsibility for prioritizing features, while also ensuring that customer feedback is considered. This collaborative approach aligns with Agile principles, fostering trust and better decision-making based on direct customer insights.

Incorrect Answers

A. Lobby Developers who you think may support your position, in the hope of gaining more support for the idea:
This approach can create division within the team and undermine the Product Owner’s authority. It is not conducive to a collaborative and trusting environment.

C. Lobby other stakeholders to express support for adding the feature, to put more pressure on the Product Owner:
Pressuring the Product Owner through other stakeholders can lead to conflict and does not address the root of the issue, which is ensuring the Product Owner has all the necessary information.

D. Speak with the Product Owner’s manager and the division head to express your concerns, hoping to get the features back into the release:
Bypassing the Product Owner and escalating the issue to higher management undermines the Product Owner’s role and can create friction within the organization. It also does not encourage direct communication and problem-solving.

E. Talk to the customers, encouraging them to escalate their concerns to the support organization to put pressure on the Product Owner to change direction:
Encouraging customers to escalate concerns to support to pressure the Product Owner is manipulative and can damage the relationship between the Product Owner and the customers. It is not a constructive way to address the issue.

Agile Leadership Insights

• Facilitate Communication: Agile leaders facilitate direct communication between stakeholders and Product Owners to ensure informed decision-making.
• Respect Roles: Respecting the roles and responsibilities within the Scrum framework fosters a collaborative and trusting environment.
• Customer-Centric: Ensuring that Product Owners understand customer needs directly helps align product development with market demands.

Relevance to the PAL I Exam

Understanding how to handle disagreements and ensure that Product Owners have the necessary information is crucial for the PAL I exam. It demonstrates knowledge of Agile principles and the importance of effective communication and collaboration.

Key Takeaways

• Facilitate direct communication between Product Owners and customers to ensure informed decision-making.
• Respect the roles and responsibilities within the Scrum framework to foster a collaborative environment.
• Avoid creating pressure or conflict within the team and organization.

Conclusion

Helping connect the Product Owner with customers ensures that decisions are made based on accurate and comprehensive information. This approach aligns with Agile principles of transparency, collaboration, and customer-centric development. For more information on preparing for the PAL I exam, visit our Professional Agile Leadership PAL I™ Exam Prep.