5 Strategies To Collect Customer Feedback Without Committing To SaaS Product Roadmap

5 Strategies To Collect Customer Feedback Without Committing To SaaS Product Roadmap

Imagine this…

Your SaaS company lands a massive account almost right out of the gates.

They start using it.

They have feedback… lots of it… almost too much of it.

Your team takes it as gospel. Jotting it all down – committing on the spot – holding meetings about those new feature requests — making plans to push them forward.

Before you know it, they’re pretty much writing your entire roadmap for you. “All good” you say. They are, after all, your biggest account.

So your dev team moves forward. Codes the hell out of those new feature requests.

6 months later, your SaaS is barely recognizable. A product of a hijacked roadmap that only serves the interests of ONE (of many) customers.

Not only that, but you’re met with the ongoing costs of supporting the code that only benefits a single customer.

A surefire way to burn out your team, alienate  all other users, and sink resources into something that doesn’t serve your growth? Yep.

Avoidable. Definitely.

In this week’s video, I cover the 5 key ways to collect customer feedback WITHOUT letting them leave their thumbprints all over your product roadmap.

Exclusive Download: Revenue Expansion Maximizer™ – Strategies For Increasing the Lifetime Value of a Customer Without Adding New Features

At a high level, here’s what you gotta do to avoid that opening horror story:

  1. Early Adopters
  2. Customer Advisory Board
  3. Vocal Minority
  4. Advice. Not feedback
  5. Log the Name and Circle Back

It’s tempting to let your biggest customers dictate your roadmap… or worse, your small customers (with the loudest and most persistent voice)…

But your product roadmap is sacred. It’s for you and your team to decide on.

On the plus side, there are SO many ways to make your customers feel seen and heard WITHOUT committing…  and then delighting them later if, and only if, you decide to move forward.

Watch the full episode here to learn exactly how to put this into play.


  • Dino-Luis Arraiol

    HI Dan,

    Thank you very much for the awesome episode and the point you made of advice vs feedback is so relevant to me right now. I wanted to ask your advice on the following: I am launching a multi vendor website later this year and wanted to populate the website before launching with vendors. The method I am planning on using is inviting vendors from competitor platforms to review the pre-launch website in return for reduced commission fees if they join us when we launch.

    I based this on your episode of finding a mentor by ensuring that you offer something of value to them and would like to know if emailing potential vendors for “advice” would be my best way to populate my platform with vendors before launching?

    • http://twitter.com/danmartell Dan Martell

      Thx Dino!

    • http://twitter.com/danmartell Dan Martell

      Dino, filling a marketplace is easy if you have demand for their services… start on that / focus / build demand then use that demand as the reason for reaching out to the vendors.

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