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I tend to find out about customer problems when I’m on a call about something else entirely. I’ll have set a call up to show a new feature we’re working on or get feedback on something and I’d say 90% of my calls, they volunteer something.
They have someone on the phone (which is rarer these days) so they often take advantage. And I’m always thrilled at the opportunity because knowledge is power.
Are you trying to solve a specific problem, or you’re just trying to identify any problems from users?
You might ask your support/sales staff. They may have ideas of problems reported and/or make some customer introductions.
Normally I’m not used to devs getting involved with customers outside of escalated high pressure fixes to known bugs.