Guy Peled
@peledg.bsky.social
Product Manager. I write about discovery and company culture
guypeled.com
guypeled.com
B2B product managers get lots of feature requests from customer-facing teams. We try to get as much of the "why" behind the request
I see it as a micro-opportunity for me to coach CSMs, Sales & Support reps. This way, over time, the quality of feedback will improve
A thread 🧵
I see it as a micro-opportunity for me to coach CSMs, Sales & Support reps. This way, over time, the quality of feedback will improve
A thread 🧵
August 21, 2025 at 2:30 PM
10/
@johncutle.fish’s attached outline of ‘levels’ is not directly about this subject, but it's the most practical I’ve found. I sometimes show it to reps for discovery orientation.
@johncutle.fish’s attached outline of ‘levels’ is not directly about this subject, but it's the most practical I’ve found. I sometimes show it to reps for discovery orientation.
August 21, 2025 at 2:29 PM
10/
@johncutle.fish’s attached outline of ‘levels’ is not directly about this subject, but it's the most practical I’ve found. I sometimes show it to reps for discovery orientation.
@johncutle.fish’s attached outline of ‘levels’ is not directly about this subject, but it's the most practical I’ve found. I sometimes show it to reps for discovery orientation.
9/
Forms are easy to 'abuse'. The real value is in the follow-up questions. Problem & solution spaces are nested, and raw feedback is usually solution-oriented. The challenge is helping reps go 1 or 2 levels up to uncover the real problem (solution-agnostic).
Forms are easy to 'abuse'. The real value is in the follow-up questions. Problem & solution spaces are nested, and raw feedback is usually solution-oriented. The challenge is helping reps go 1 or 2 levels up to uncover the real problem (solution-agnostic).
August 21, 2025 at 2:29 PM
9/
Forms are easy to 'abuse'. The real value is in the follow-up questions. Problem & solution spaces are nested, and raw feedback is usually solution-oriented. The challenge is helping reps go 1 or 2 levels up to uncover the real problem (solution-agnostic).
Forms are easy to 'abuse'. The real value is in the follow-up questions. Problem & solution spaces are nested, and raw feedback is usually solution-oriented. The challenge is helping reps go 1 or 2 levels up to uncover the real problem (solution-agnostic).
8/
Discovery is a skill that has to be practiced in real life, ideally with guidance. Some people won’t be great at it or motivated to do it, and that’s fine.
Discovery is a skill that has to be practiced in real life, ideally with guidance. Some people won’t be great at it or motivated to do it, and that’s fine.
August 21, 2025 at 2:29 PM
8/
Discovery is a skill that has to be practiced in real life, ideally with guidance. Some people won’t be great at it or motivated to do it, and that’s fine.
Discovery is a skill that has to be practiced in real life, ideally with guidance. Some people won’t be great at it or motivated to do it, and that’s fine.
7/
Yes, the above is time consuming. But after doing this a few times with a customer-facing rep, the quality of feedback improves dramatically. It also helps you spot thoughtful clients who can clearly articulate their use cases around your product.
Yes, the above is time consuming. But after doing this a few times with a customer-facing rep, the quality of feedback improves dramatically. It also helps you spot thoughtful clients who can clearly articulate their use cases around your product.
August 21, 2025 at 2:29 PM
7/
Yes, the above is time consuming. But after doing this a few times with a customer-facing rep, the quality of feedback improves dramatically. It also helps you spot thoughtful clients who can clearly articulate their use cases around your product.
Yes, the above is time consuming. But after doing this a few times with a customer-facing rep, the quality of feedback improves dramatically. It also helps you spot thoughtful clients who can clearly articulate their use cases around your product.
6/
Biggest issue with feedback is willingness of the rep to submit it. Their motivation depends on 2 things:
- Friction in submission
- Knowing the feedback will be valued and addressed (not necessarily acted on). Reaching out to rep right after they submit covers 90% of this.
Biggest issue with feedback is willingness of the rep to submit it. Their motivation depends on 2 things:
- Friction in submission
- Knowing the feedback will be valued and addressed (not necessarily acted on). Reaching out to rep right after they submit covers 90% of this.
August 21, 2025 at 2:29 PM
6/
Biggest issue with feedback is willingness of the rep to submit it. Their motivation depends on 2 things:
- Friction in submission
- Knowing the feedback will be valued and addressed (not necessarily acted on). Reaching out to rep right after they submit covers 90% of this.
Biggest issue with feedback is willingness of the rep to submit it. Their motivation depends on 2 things:
- Friction in submission
- Knowing the feedback will be valued and addressed (not necessarily acted on). Reaching out to rep right after they submit covers 90% of this.
5/
2. Keep the submission process frictionless. There’s a tendency to try to find the right balance between making the form short AND making it detailed enough to get context. Forget the “AND”. Every field is friction.
2. Keep the submission process frictionless. There’s a tendency to try to find the right balance between making the form short AND making it detailed enough to get context. Forget the “AND”. Every field is friction.
August 21, 2025 at 2:29 PM
5/
2. Keep the submission process frictionless. There’s a tendency to try to find the right balance between making the form short AND making it detailed enough to get context. Forget the “AND”. Every field is friction.
2. Keep the submission process frictionless. There’s a tendency to try to find the right balance between making the form short AND making it detailed enough to get context. Forget the “AND”. Every field is friction.
4/
Two notes on the feedback form for reps submitting to PMs:
1. Don’t call it ‘Feature request’. Use ‘Product feedback’ or ‘Ideas’. ‘Request’ is transactional. It reinforces a culture of “if client pays or threatens churn, we’ll do it.” Leads to messy, unopinionated products.
Two notes on the feedback form for reps submitting to PMs:
1. Don’t call it ‘Feature request’. Use ‘Product feedback’ or ‘Ideas’. ‘Request’ is transactional. It reinforces a culture of “if client pays or threatens churn, we’ll do it.” Leads to messy, unopinionated products.
August 21, 2025 at 2:29 PM
4/
Two notes on the feedback form for reps submitting to PMs:
1. Don’t call it ‘Feature request’. Use ‘Product feedback’ or ‘Ideas’. ‘Request’ is transactional. It reinforces a culture of “if client pays or threatens churn, we’ll do it.” Leads to messy, unopinionated products.
Two notes on the feedback form for reps submitting to PMs:
1. Don’t call it ‘Feature request’. Use ‘Product feedback’ or ‘Ideas’. ‘Request’ is transactional. It reinforces a culture of “if client pays or threatens churn, we’ll do it.” Leads to messy, unopinionated products.
3/
After the rep gathers context from the client (ideally recorded/written by client), give them feedback about their discovery session. You might ask to reach out or talk with the client directly. But goal is to give the rep a chance to practice their product discovery skills.
After the rep gathers context from the client (ideally recorded/written by client), give them feedback about their discovery session. You might ask to reach out or talk with the client directly. But goal is to give the rep a chance to practice their product discovery skills.
August 21, 2025 at 2:29 PM
3/
After the rep gathers context from the client (ideally recorded/written by client), give them feedback about their discovery session. You might ask to reach out or talk with the client directly. But goal is to give the rep a chance to practice their product discovery skills.
After the rep gathers context from the client (ideally recorded/written by client), give them feedback about their discovery session. You might ask to reach out or talk with the client directly. But goal is to give the rep a chance to practice their product discovery skills.
2/
Ask how the feedback came in. Client call? Email? DM? For calls, get the recording. For written feedback, get the thread of client’s wording. Review the relevant part, then give the rep suggested follow-up questions and explain what you’re trying to uncover.
Ask how the feedback came in. Client call? Email? DM? For calls, get the recording. For written feedback, get the thread of client’s wording. Review the relevant part, then give the rep suggested follow-up questions and explain what you’re trying to uncover.
August 21, 2025 at 2:29 PM
2/
Ask how the feedback came in. Client call? Email? DM? For calls, get the recording. For written feedback, get the thread of client’s wording. Review the relevant part, then give the rep suggested follow-up questions and explain what you’re trying to uncover.
Ask how the feedback came in. Client call? Email? DM? For calls, get the recording. For written feedback, get the thread of client’s wording. Review the relevant part, then give the rep suggested follow-up questions and explain what you’re trying to uncover.
1/
When a request lacks context, get on a call with the rep. Slack works, but a 5-min call right after the feedback arrives is better. It’s fresh for client/rep. Rep can reach out again to client in a non-committal way. Also shows you care, motivating rep to put in added effort
When a request lacks context, get on a call with the rep. Slack works, but a 5-min call right after the feedback arrives is better. It’s fresh for client/rep. Rep can reach out again to client in a non-committal way. Also shows you care, motivating rep to put in added effort
August 21, 2025 at 2:29 PM
1/
When a request lacks context, get on a call with the rep. Slack works, but a 5-min call right after the feedback arrives is better. It’s fresh for client/rep. Rep can reach out again to client in a non-committal way. Also shows you care, motivating rep to put in added effort
When a request lacks context, get on a call with the rep. Slack works, but a 5-min call right after the feedback arrives is better. It’s fresh for client/rep. Rep can reach out again to client in a non-committal way. Also shows you care, motivating rep to put in added effort
I assume you mean non-AI generated posts like "90% of product managers don't know how to use this tool/framework"
I'm trying to do that below. No intent to sell anything. Just sharing of experiences of an IC PM and lessons that helped me.
open.substack.com/pub/guypeled...
I'm trying to do that below. No intent to sell anything. Just sharing of experiences of an IC PM and lessons that helped me.
open.substack.com/pub/guypeled...
Resentment and empathy towards leadership
A post about mindset orientation for product managers (and others)
open.substack.com
February 9, 2025 at 9:53 AM
I assume you mean non-AI generated posts like "90% of product managers don't know how to use this tool/framework"
I'm trying to do that below. No intent to sell anything. Just sharing of experiences of an IC PM and lessons that helped me.
open.substack.com/pub/guypeled...
I'm trying to do that below. No intent to sell anything. Just sharing of experiences of an IC PM and lessons that helped me.
open.substack.com/pub/guypeled...