Customer Success has the best understanding of customer needs and wants, so they need to play a much bigger role in how customer requests are prioritized than they do in most companies. Nuffsaid's CPO, Nick Paranomos, breaks down a 5-step process for exactly how they can influence Product's handling of customer requests: 1. Track all customer requests in one place 2. Assign a business value to each request, across customers 3. Assign a churn risk to each request, again across customers 4. Estimate the product, design, and engineering effort it will take to complete the request 5. Update the customer when the request is done

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