Community building for SaaS products

I will listen to this podcast at breakfast tomorrow, Thank you for sharing

IMO SaaS communities are a great way to increase customer engagement around a product and brand, plus there are some cost-saving benefits like community provided "tech support" and/or user error resolution without needing a Jira ticket or eng/product team review. Where I think there's a gap is in insight/feedback management. For example, a common workaround may be shared over and over by customers within the community, but just because there is one doesn't help resolve the root cause of the issue needing the workaround to begin with. So if there is no follow up or guardrails in place from a company review perspective, the product teams may be loosing valuable insights.