In Episode 13 of the JDE Connection, hosts Chandra Wobschall and Paul Houtkooper welcome guest Jon Green, Senior Director of JD Edwards Product Management and a recent addition to the JD Edwards leadership team. The episode delves into various aspects of customer support and product management within the software industry. Jon discusses the nuances of customer interactions, including the common errors made in support request submissions and the importance of providing complete contextual information for effective problem-solving. The discussion extends into the realms of product management and customer engagement, where Jon talks about the significance of direct customer interactions in enhancing software solutions. The episode also explores how customer feedback is incorporated into the product's development through SIG groups and the role of customers in prioritizing enhancements.  

06:10 Customer mistakes, provide detailed information, include context. 

08:40 Context is crucial for effective user support. 

11:49 Shocking call with a customer. 

17:27 Influencing product development, improving support, and learning. 

20:20 Selecting and implementing the best customer ideas. 

25:32 Learning through connections. 

30:00 Midwesternernism of the Day.