Company Context

NotionFlow is a B2B SaaS workflow automation platform serving 25,000 paying companies, with strong adoption among mid-market operations and support teams. The product has grown quickly through self-serve and sales-led expansion, but leadership believes product decisions are increasingly driven by internal opinions rather than systematic customer learning.

Problem

Over the past two quarters, NotionFlow shipped 14 roadmap items, yet only 4 showed meaningful adoption after launch. Customer feedback comes from support tickets, sales calls, NPS comments, user interviews, and community posts, but it is fragmented across teams. PMs review feedback inconsistently, and engineering often receives feature requests without clear evidence of the underlying user problem. Recent analysis shows that 38% of churned accounts mentioned at least one unresolved workflow pain point before canceling, but those signals were not escalated into roadmap decisions.

The CPO asks you: How would you make sure your team is learning from customer feedback in a repeatable way, and turning that learning into better product decisions?

Deliverables

1. Define the end-to-end process your team would use to collect, synthesize, and act on customer feedback.
2. Identify which user segments and feedback channels you would prioritize first, and why.
3. Propose how insights should influence roadmap prioritization, discovery, and post-launch learning.
4. Define success metrics for whether the feedback system is improving product outcomes.
5. Explain the key trade-offs in building a lightweight process versus a more rigorous research program.

Constraints

• You have 1 PM, 1 product designer, 6 engineers, and shared access to a user researcher who supports 4 product squads.
• You must show measurable improvement within 1 quarter.
• The team cannot buy a major new VoC platform this quarter.
• Sales, Support, and Success each use different tools, so any solution must work across fragmented systems.
• Leadership wants a process that scales, but does not slow down roadmap delivery.