Totally agree with the “yes and” approach of firehose plus top two - I haven’t had a chance to update the post yet, but responded to similar feedback here: https://news.ycombinator.com/item?id=21971011
Cool! Another weird thing I've noticed when feature requests are capped for customer teams, is that customer teams will "game" the system.
At scale, customer facing ICs will do things to benefit them personally. It's not a bad thing, it's just human. Sales people do what they need to get quota, Support want to keep their ticket backlog down and CSAT high, etc.
If you receive all customer facing feedback, you can make the final prioritization call on your own. If requests have been filtered too much before they reach you, the priority must be taken with a grain of salt.
At scale, customer facing ICs will do things to benefit them personally. It's not a bad thing, it's just human. Sales people do what they need to get quota, Support want to keep their ticket backlog down and CSAT high, etc.
If you receive all customer facing feedback, you can make the final prioritization call on your own. If requests have been filtered too much before they reach you, the priority must be taken with a grain of salt.