Ask HN：你们是如何让开发者理解你们的客户的？
3 分•作者: ghiculescu•9 个月前
我是一家SaaS公司的CTO。我们开发的软件不是为软件开发者设计的。因此，我们不是为自己构建它，而且除了在一些特定或人为设定的情况下，没有理由“自用”它。<p>我们拥有一支强大的产品管理团队和强大的工程领导团队。从我的角度来看，我们通常都在做正确的事情，并且以相当快的速度、以相当高的标准完成它们。<p>每当我征求反馈、问题或改进建议时，总会出现一个问题：“我们需要提高开发者对客户如何使用我们产品的理解”。我相信这并非我们独有的问题。<p>多年来，我们尝试过很多方法，但我不能说我找到了解决这个问题的“银弹”。我们尝试过亲自拜访客户，鼓励开发者与客户联系，鼓励开发者与内部面向客户的员工一起参加会议。我们还提供了现有的错误跟踪器和客户反馈论坛，作为开发者可以了解客户心声的地方，这些信息已经被记录下来。所有这些都有一些帮助，但“开发者并不真正理解客户如何使用产品或为什么使用产品”的普遍感觉依然存在。<p>很想听听其他公司是如何解决这个问题的！
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I am the CTO of a SaaS company. The software we make isn't software for software developers. So we aren't building it for ourselves, and except for in some niche or contrived cases, don't have a reason to dogfood it.<p>We have a strong product management team, and a strong engineering leadership. From my perspective, we generally work on the right things, and get them done reasonably quickly to a reasonably high standard.<p>Whenever I put the word out for feedback, questions, or suggestions for things we could improve on, something that always comes up is "we need to improve developer understanding of how our customers use the product". I'm sure this isn't unique to us.<p>We have tried many things over the years, I wouldn't say I've found a silver bullet for it. We've tried things like visiting customers in person, encouraging devs to reach out to customers, encouraging devs to pair with customer-facing staff internally on meetings. We've also pointed to existing bug trackers and customer feedback forums as a place where devs can hear the word of the customer that's already been written down. All these things help a little bit, but the general vibe of "devs don't really understand how the customers use the product or why" persists.<p>Interested to hear how other companies approach this!