Gradient AI Innovation, Technology & Agility

How does your team gather customer feedback throughout the product development process? 

The product team at Gradient gathers feedback throughout the customer lifecycle. Product is brought into select pre-sales engagements when the sale relates to a new feature or product. We get involved with ongoing customer support alongside the customer service team to understand how customers are getting value out of our products and how they might benefit from improvements or changes. We engage in customer interviews and product-led quarterly business reviews to maintain the feedback cycle for all customers.

What is your main source for new product development ideas?

Customer feedback is the primary source of all product development at Gradient. Each new product or feature is initiated from feedback we hear from current or prospective customers. The cycle then begins with a voice-of-customer and market feedback exercise before any requirements are put in writing. This process ensures that we are building features that will benefit our customers and helps us be as efficient as possible with our team’s time.

What are some of the biggest lessons your team has learned when it comes to prioritizing customer input?

The biggest lesson we learned is to be sure to get feedback from as many potential users as possible before committing to new work. As a startup, it is tempting to try to prioritize requests from each customer in an attempt to make everyone happy. The reality is that the best approach to making everyone happy is to build products that everyone will love and that starts with getting feedback from as many customers as possible.