Linear's product development approach emphasizes balancing customer feedback with visionary intuition, highlighting the importance of interpreting user requests rather than taking them at face value. The company developed a feature called Customer Requests to manage and integrate user feedback into their product decisions effectively, especially as businesses scale and feedback becomes fragmented. This tool consolidates feedback from various channels, allowing product and engineering teams to identify patterns and understand core customer needs, rather than just tallying feature requests. By focusing on the underlying problems users face, Linear aims to build products that genuinely address customer needs while maintaining a strong vision. The feature also aims to streamline collaboration across teams and improve the prioritization of development efforts by incorporating business metrics. Linear plans to enhance this system with integrations like Salesforce and HubSpot and leverage AI to better interpret vast amounts of feedback, ensuring that products are developed with both deep customer understanding and innovative thinking.