TaskFlow is a B2B SaaS workflow platform used by 25,000 small and mid-sized businesses to manage approvals, internal requests, and recurring operations. The company is growing steadily, but leadership believes product teams are over-weighting internal opinions and large-customer requests instead of making decisions from a clear understanding of customer needs.
Over the last two quarters, TaskFlow shipped 14 roadmap items, but only 5 reached target adoption. Post-launch interviews show a recurring pattern: teams moved quickly from stakeholder requests to solutions without validating the underlying user problem. Customer satisfaction for new features is 31/100, and churn among accounts under 50 seats has increased from 2.8% to 4.1% quarterly. The CPO wants a repeatable system that helps product, design, and engineering make decisions with the customer in mind while still moving fast.
You are the PM for TaskFlow's core product team. Design an approach to ensure your team consistently makes customer-centered decisions across discovery, prioritization, and execution.