I am speaking from experience, and no, I am not superhuman. As a PM it is quite common to understand customers (meaning, customer use cases) better than they understand them themselves. The domain is complex, and customers try to find solutions just like the PM. But, as a PM you have the benefit of talking to many customers so you see common patterns and can often see the ‘problem behind the problem’.
I did not say that a PM will understand any customer issue, and yes sometimes new research is needed, which is expensive and time consuming.
I do not see the link to the true Scotsman argument as in my view my description of a PM is not mythical or heroic but quite common at least in my area.
