4
What you are discussing is a funnel for a customer feedback loop to iterate on your product.
The good news is that lots of lean startup advice exists to help and guide you solve this problem.
For an in-depth view of The Lean Startup and the measurements and metrics you should track to improve your product you can start with the Eric Reis book, Lean Startup ...
3
It's like continuous quality improvement. It is about continuous improvement of the customer experience. Or the person is responsible to manage / develop / improve/ increase the customer experience, e.g. over the project lifecycle.
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