Product & Design 3 min watch
Be comfortable killing your features
Killing a feature that you designed, fought for, and launched is hard. But your product needs to maintain focus in…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Product & Design 3 min watch
Killing a feature that you designed, fought for, and launched is hard. But your product needs to maintain focus in…
Product & Design 4 min read
Launching a successful feature demands the same skills as launching a successful product. The difference is that you also have…
Product & Design 31 min watch
We are all designing complex, dynamically changing, social systems. A few months ago I gave the the opening keynote at…
Product & Design 7 min read
Personas and User Stories made sense when customers and product teams were far from each other. That’s no longer the…
Customer Service 5 min read
Much has already been said about the importance of getting users, and about converting and retaining them. However, most of…
Product & Design 8 min watch
A seven minute summary of everything I’ve learned about product strategy. What could go wrong… Awhile back I had the…
Product & Design 4 min read
With so many tools to measure, experiment, and quickly iterate through the designs of cloud software products, it’s tempting to…
Customer Service 3 min read
The most effective messages we see in Intercom either educate or persuade customers. Let’s talk about why they work. If…
Sales 1 min read
Don’t confuse consulting revenue, one-time deals, or charity donations with actual recurring monthly product revenue. They’re very different beasts. Articles…