Love this anecdote. Having a really capable sales team that actually listens to customers unique needs, and feeds that back into a better product can be such a huge asset. Your sales team is usually a huge repository of unique customer pain and problems (opportunities!)
Reminds me of how the first generation iPod firmware and keys were reverse engineered. They blinked out bit patterns on the LCD backlight and used a camera to read the data in! https://mastodon.social/@bagder/111538350617290554