Hi Edgar,Welcome to this wonderful community and best wishes for your CSM journey!I'm gonna share my thoughts on this query as I have faced similar challenges in the past and it really worked for me. So, I hope some of it might be useful for your scenario as well.There might be various reasons of requesting new features/enhancements by customers like Comparing features of competitions, Better UI-UX, Bugs, and more. I generally use below checklist to identify the request type and accordingly plan the next steps:
After verifying the request with the above points, most of the time I get an exact idea if any feature request should be included in the product's roadmap or not. Because with all this information you would be able to pitch any new feature/enhancement request to your product development team by showing its value/impact and they can add in their backlog based on their priorities.Let me know if this could be useful for your case.Have a splendid day ahead.
Edgar,On a very tactical level: we use the Pendo Feedback product, which allows the customer to submit requests themselves, rank all the requests by priority, add comments to the requests of others, and see the current status of their requests.