Great Product Managers are not experts on the product, but on the customer


I found two great quotes from Abhishek at Freshdesk's excellent article. Thought I'd share. The article feels like a sales piece towards the end for their product Hotline (which my company uses), but the main points are very valid.

  1. "At it’s core, the fundamental responsibility of a product manager is not to be the company’s leading expert on the product but to be the company’s leading expert on the customer. At a fundamental level, product management deals with the most difficult problem in human experience: how to see things from other people’s point of view."
  2. "A company isn’t a product-creating and product-enhancing establishment, but rather a customer-creating and customer-retaining establishment."