You are the PM for a B2B cloud communications platform used by sales and support teams to handle calls, routing, and conversation workflows. Over the last quarter, enterprise admins have repeatedly asked for more advanced call monitoring and reporting capabilities in interviews and account reviews, but behavioral data shows low adoption of several recently launched analytics features, while usage is growing quickly in simpler workflow tools like call tagging and post-call notes. Leadership wants clarity on whether to double down on the roadmap requested in feedback or pivot toward the behaviors users are already showing, because expansion revenue and retention are both under pressure.
How would you approach this situation when customer feedback and behavioral data point in different directions, and how would you decide what to build or prioritize next?