In this episode of the How to Succeed in Product Management Podcast, marketing professor Jeff Shulman welcomes Darlene Miranda (DailyPay) as they discuss how to make customer obsession as a cross-functional practice. PMs gather data from their customers to help in product improvement and development, but how can a PM let everyone in the organization join this customer obsession?  
 
Disclaimer: All opinions of the speakers are their own.
 
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What to Listen For:
00:00 Intro
03:28 Customer obsession
04:55 How customer obsessed are you?
06:35 When PMs don’t do enough to make a customer obsession a cross-functional
08:08 Being obsessed with two different types of customers
10:20 Engineering in customer obsession 
13:38 Marketing 
15:16 Customer obsession from the support function
17:17 Tools and frameworks 
21:05 The role of customer support
23:52 What is unique about customer obsession?
26:10 An organization that will help you become customer obsessed
28:05 Cross-functional practice in the early stages of a startup
31:22 How to know if a company is customer obsessed
33:58 Operations functions to maintain customer obsession
36:14 Security and fraud
38:48 Resources for making customer obsession a cross-functional practice
40:55 Final thoughts