In Scrum, should developers talk directly to customers (bypassing the PO)?

How should a product owner in scrum deal with very detailed questions from the team regarding the features they are implementing that he cannot instantly answer himself? When it would clearly be the faster solution for the developer to directly talk to the customer himself? I wonder if direct communication between the team and the customer undermines the role of the product owner. I feel like the PO should exclusively represent the customer and therefore answer all questions regarding the requirements - even if that takes longer. Bypassing him seems to weaken him and eventually make him superfluous... Is there a best practice in scrum?

Mar 7, 2025 - 18:24

How should a product owner in scrum deal with very detailed questions from the team regarding the features they are implementing that he cannot instantly answer himself? When it would clearly be the faster solution for the developer to directly talk to the customer himself?

I wonder if direct communication between the team and the customer undermines the role of the product owner. I feel like the PO should exclusively represent the customer and therefore answer all questions regarding the requirements - even if that takes longer. Bypassing him seems to weaken him and eventually make him superfluous...

Is there a best practice in scrum?