Improving Cloudflare’s products and services, one feature request at a time

Mona Hadidi, a Strategic Customer Success Manager at Cloudflare, shares how the company incorporates customer feedback into its product roadmap. The process involves Customer Success Managers, Solutions Engineers, and Account Executives converting customer feedback into feature requests that are then routed to Cloudflare's Product and Engineering teams. These teams evaluate the requests based on factors such as urgency, volume of requests, partnerships, and strategic direction from leadership. The Secondary DNS Override feature is an example of a product developed in response to customer feedback. Maintaining strong relationships with customers and ensuring they derive maximum value from Cloudflare's products is crucial for the company.