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Building Zapier from first principles | Contrarian takes on growth, hiring, fundraising | Wade Foster (Co-founder & CEO)
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Listening to customers: Problems vs. Solutions
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Customer feedback is crucial for identifying problems that need to be solved, as they are usually right about the issues they face. While customers can accurately pinpoint problems, their suggested solutions may not always be the best approach. It is essential to pay attention to the problem list as solving these issues can lead to increased customer satisfaction or tap into new customer segments. Making decisions on what problems to tackle involves analyzing data but ultimately requires human judgment to determine the best course of action. Despite the focus on customer feedback, it is vital to also consider competitive dynamics in the market and address alternative solutions customers may be turning to.
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