This works in a consumer facing organization.
In B2B, telling your largest customer their problem with the service isn't urgent, then attempting to educate them is going to be a mess.
In B2B, telling your largest customer their problem with the service isn't urgent, then attempting to educate them is going to be a mess.
How you communicate where a customer’s urgent request falls on the roadmap may change, but it’s never a smart move to upend the roadmap just because the customer thinks something is urgent.
The hardest part about this is that the problem does not get significantly better as you scale. There is always a biggest customer and they always matter a lot. Even AWS and Azure have to deal with this phenomenon.
2. Have a meeting and ask sanitized versions of the questions in the tweet thread.
3. Put it on the road map and tell the client "your business is very important to us and we've made this task a high priority."
4. Profit
Of course that $10MM contact may be huge to you but tiny to your customer. I mean big enough that your customer really cares.
You don't have fire fighters who also work as bank tellers. When there's a fire you want immediate response. Same with servicing key customers - make them pay for the high quality of support.