Set Clear Expectations With Customers During Product Conversations

It is important to set clear expectations while engaging customers in a product conversation. In the first conversation you should clearly convey the amount of time they need to spend in work sessions every month, the type of people who need to be involved from the customer organization, the kind of product team members who will be involved from your organization and the time frame for product delivery.

You must be very frank with the customer and explain what the engagement means. One of the critical pieces of information you need to convey is that the product engagement is not a custom development project where all customer requirements are incorporated into the product without debate.  You should also acknowledge that the product design effort may not result in a product that will be released to customers. Prepare the customer for that outcome and be very forthright about that.

Being honest with your customer is the best strategy to earn their trust. Such trust will earn you a receptive customer who teams up with you to achieve the common goal of building the best product possible.