Software companies often focus so directly on researching and developing new features that they fail to understand the value of ongoing customer interaction. R&D is siloed within software development, while sales and marketing are responsible for customer interactions. At SmartFlow, we’ve learned the important lesson that R&D organizations also need to be involved in customer interactions. R&D needs to know first hand what is working and what is not, and, more importantly, what future features need the highest priority.
