Intercom, Inc.

JANUARY 19, 2021

There is a somewhat legendary startup mantra, initially popularized by Facebook, that says you must “ move fast and break things ” when trying to scale a product. We were a small startup, still trying to figure out what the future held for us, so it seemed reasonable to move fast, regardless of the risk of accruing design debt.

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Framework Customer Experience Systems Review User Testing 272

Lenny Rachitsky

MARCH 5, 2024

It’s free, available to everyone, and if you can pull off a great launch, Product Hunt can change your startup’s growth trajectory. However, the little-known truth is that of the thousands of startup founders who try their hand at Product Hunt each week, very few see any impact. One name kept coming up: Leo Bosuener.

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Startups Feedback Software Onboarding KPIs Customer Experience 132

Mind the Product

APRIL 16, 2020

Before moving to super app Gojek to lead its efforts on mass financial inclusion, Adam Darcy developed PayMe, a product that has helped to transform the way young people in Hong Kong think about HSBC. However, I quickly discovered that there’s too much brand risk for a trusted bank to take this type of lean startup approach.

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Weak Development Team Banking Customer Experience User Friction 163

The Product Coalition

JULY 12, 2022

Here are cases for when the cooperation between the product team and the client brakes down for objective reasons. Here I have tried to reveal the most common cases when the cooperation between the development team and the entrepreneur fails for reasons beyond the control of all parties involved. So I wrote this article.

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Research Software Weak Development Team Software Review Development 118

The Product Coalition

DECEMBER 29, 2020

Neil McElroy from Procter & Gamble (the man who also helped found NASA by the way) is often pegged as the man behind modern Product Management after he wrote a now-famous 3-page company memo on the principles of brand management in the 1930s. There was a gap between development and tech which needed to be filled.

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Reporting Tools Product Manager Product Management User Testing 178

Intercom, Inc.

FEBRUARY 1, 2018

In August of 2016, Rachel Hepworth embarked on a unique challenge: start a growth marketing team at one of the most successful startups of this generation – one that had long relied heavily on word of mouth. The role that started me on this path was joining a very small startup a little over a decade ago, Climate Corp.

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User Testing Marketing Research Software Feedback Software 174

Intercom, Inc.

JANUARY 20, 2022

Not too long ago, when Intercom turned 10 , we dedicated an entire episode to speed , or why startups should always strive to keep momentum as they scale. We surveyed and interviewed key people in our teams to understand how they worked and how they saw Intercom’s internal operations. Paul: Yeah. Some of this cut deep.

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Feedback Software Reporting Tools Product Research Data Visualization 249

Sachin Rekhi

MAY 7, 2022

The Lean Startup methodology, first described in 2008 by Eric Ries, has taken the startup world by storm. His 2011 book, The Lean Startup , has become a New York Times best seller, selling millions of copies to aspirational entrepreneurs. A bad plan is better than no plan." Origin of Lean Thinking. Plans Matter.

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Weak Development Team Reporting Tools Advertising Startups 113

Intercom, Inc.

NOVEMBER 14, 2019

As a brand new company, you might engage in plenty of initiatives that are inherently un-scalable – because there’s no better way to nurture customer love than through a personal relationship. It’s time to start thinking about retention at scale and bring onboard a customer success team. Why you need a customer success team.

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Mind the Product

MAY 25, 2018

In 2012, when I was working as part of the JustGiving team responsible for innovative products and disruptive business models, we decided to test how people could raise money for non-charitable good causes. Initially we worked with a team from ThoughtWorks for 12 weeks. 2014 – Testing and Growing the Team.

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User Testing Weak Development Team Onboarding KPIs Customer Experience 134

The Product Coalition

SEPTEMBER 29, 2020

As a Product Manager, you’re a team player who guides product development along its chartered course, but you have to do that without being the literal captain of the ship. Influence without authority is the skill of driving product development and ‘telling people what to do’ without formally being authorized to do so.

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Intercom, Inc.

OCTOBER 15, 2020

Then I worked on “Pokemon: Mac and Cheese” for Kraft” Bob: When I was part of the new product team, we would not only design things we also worked with suppliers and would fly all over the world to actually get those lines up and running and do that kind of stuff. Because I think it’s an area that’s lacking in literature.

Research Software 265

Research Software Feedback Software User Testing Customer Experience 265

The Product Guy

JULY 18, 2019

Product development roles and “product” as a discipline are rapidly evolving within technology companies. At startups or growth stage companies, a “Product Manager” is responsible for identifying what needs to be built and then executing on building the product. Product Management at scale has also evolved but at a slower pace.

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Weak Development Team B2C Customer Experience Advertising 137

Sachin Rekhi

JANUARY 26, 2020

I'm a firm believer that Objectives & Key Results (OKRs), the goal-setting framework invented at Intel and popularized by Google and John Doerr , can be a highly effective leadership tool for a team of any size. I've seen teams define new OKRs every month, every quarter, or every year. Writing Effective OKRs. Quarterly OKRs.

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Customer Experience User Testing Weak Development Team Customer Feedback 213

Intercom, Inc.

JANUARY 31, 2019

And as the organization grows, the work involved to get teams aligned on who you’re selling to and how you’re selling is not something to be taken for granted either. Ambient Strategy founder and CEO April Dunford on the symptoms of weak positioning. When you’re a small team, your time is everything. Speed is everything.

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Intercom, Inc.

JULY 9, 2020

Kevin Indig leads SEO & Content Marketing as VP at G2 and mentors startups in Marketing at GermanAccelerator. I’m also mentoring startups in terms of marketing SEO go-to market at the German Accelerator, which is the official startup program in the Silicon Valley of Germany. Kevin: Absolutely.

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Analytic Tools Research Software Data Visualization Technical Review 199

Intercom, Inc.

NOVEMBER 21, 2019

This is season two of Scale , Intercom’s podcast series on moving from startup to scale-up. Tara and her team used it to take a deep dive into the customer’s journey through the product and make a focused effort to truly understand each step along the way. But, ultimately both teams have a shared end goal: increasing revenue.

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Customer Experience User Testing Customer Feedback User Friction 34

Intercom, Inc.

OCTOBER 29, 2020

Think about what you could be doing to bring more diversity into your teams and be more inclusive as a company, and go actively out of your way in order to achieve set goals. I usually do them with Paul or people from the product teams – it’s much more fun to be on a podcast with your boss. Be open-minded.

Feedback Software 209

Feedback Software Research Software User Testing Reporting Tools 209

Mind the Product

FEBRUARY 13, 2020

As a result, the team at Uniregistry decided to take a new approach to product validation in an attempt to avoid the same fate. Core team: Product Manager, Product Designer, and a Full-stack Developer (click to enlarge). Each of these ideas was at a different stage of development. The Approach.

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Product Research User Testing Analytic Tools Research Software 160

Intercom, Inc.

JUNE 6, 2019

For instance, many teams build apps on Intercom so users can leverage their workflows and services within our live chat Messenger and messages. So I wanted to hear why that strategy makes sense for MadKudu and his advice for other teams thinking about building apps for their product. Short on time? Here are a few quick takeaways.

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Analytic Tools Data Visualization Customer Experience Inbound 190

Intercom, Inc.

DECEMBER 18, 2018

The final step of your plan should be to develop additional emails that drive deeper engagement and retention from your most valuable prospects and customers. When our sales team added personalized videos to their emails, replies increased by 52%. On-brand design. Off-brand email design is the same way. Ideal timing.

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User Testing Customer Experience Analytic Tools Research Software 150

Intercom, Inc.

JUNE 7, 2018

Today he’s the founder and CEO at GrowthHackers , whose software, community and annual conference help teams work together to drive breakout growth results for “must have” products and services. Sean: I came up with the phrase because I thought startups had no choice but to be super focused on growth.

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Onboarding KPIs User Testing Customer Experience Weak Development Team 196

Mind the Product

DECEMBER 12, 2017

Startups, small and mid-size companies are becoming more technologically sophisticated. Indeed startups are often launching with or driving the development of new technologies. Social Media and Brand Reputation. Customers complain and this can be especially damaging to our brand and reputation.

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Data Visualization Reporting Tools User Testing Analytic Tools 147

Intercom, Inc.

AUGUST 17, 2018

The below chart averages all of our live chat related DRLPs, some of which performed better than others, but even including the underperforming DRLPs, we’ve seen positive results. If you’re a startup aiming to generate demand through online advertising, DRLPs are a cost-effective way of doing it. Step 5: Test everything.

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User Testing Data Visualization Advertising Weak Development Team 136

Intercom, Inc.

MAY 24, 2018

As the Head of Growth Marketing at Clearbit , and previously a co-founder and CEO of more than a few startups (including WorkMob, ApiXchange, and GoFlow), Matt Sornson knows these pitfalls intimately and how to avoid them. This allowed a passionate audience to develop – and built enthusiasm ahead of the books’ full release.

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Data Visualization Feedback Software Customer Experience B2B 182

The Product Coalition

JANUARY 12, 2023

Not enough people spend enough time on defining vision and purpose Most value propositions are weak Companies don’t adapt their team typology to make a product Very few products are indeed prioritized by value User Reasearch and UX are ofter used in the wrong way 1. Like in a startup. Here is what I noticed.

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Product Research User Testing Weak Development Team Customer Experience 128

Intercom, Inc.

APRIL 5, 2018

Our chat covers how gaming principles influenced her growth experiments, her team’s most successful retention tactics, and much more. Adam: How was the transition from classic marketing to working more with designers and engineers on the growth team? What follows is a lightly edited transcript of the interview.

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Customer Experience User Testing Customer Feedback Analytic Tools 223

The Product Coalition

AUGUST 23, 2023

A purpose we could share with the company’s leadership team, customers, and those working on the product. For product teams, the why and purpose behind the product comes in the form of a meaningful, inspiring, yet achievable north star. 74% of consumers expect brands to take a stand on important issues. A purpose we believed in.

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Weak Development Team Customer Experience Technical Review Customer Feedback 136

Intercom, Inc.

JUNE 19, 2019

When it comes to platform strategy, Ceci’s experience is unparalleled, having worked at Box as part of their founding platform team before later joining Slack in 2015 to found the platform marketing team there. If there’s customer adoption , developers generally will come. Measuring platform success is complicated.

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Marketing User Testing Weak Development Team Product Research 217

Mind the Product

FEBRUARY 21, 2019

And I’d like to think that product people are among the more open professionals out there: we can be honest about our struggles, face up to our fears, and seek wisdom for our weaknesses. Therefore it’s how we handle it which matters – and we do well to remember that not all conflict is bad. So what are these fears?

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Weak Development Team Product Manager Product Management Product Research 125

The Product Coalition

JANUARY 4, 2021

Photo by Oleg Magni from Pexels Educating the market has a bad reputation. Even if you are advertising in order to build your brand (think Coca-Cola or Nike), you are educating the market on the kind of company you are (or the kind you want to be, but that’s for a different post). Many startups fall into this category.

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Education Marketing Weak Development Team Advertising 147

Intercom, Inc.

SEPTEMBER 26, 2019

And it’s not without good reason: nearly all software products with dominant market share started as apps but grew to the point where third-party developers began building valuable integrations on top of what these companies had already created. New Relic’s General Manager, Mark Weitzel, weighs in on how you can support your developers.

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User Testing Data Visualization Customer Experience Weak Development Team 170

Intercom, Inc.

AUGUST 29, 2019

It’s no surprise that one of the key levers for growth as you go from startup to scale-up is your sales team. How quickly you’re able to accelerate growth depends on your ability to build a nimble sales org and develop a strong sales strategy. These lay the foundation that enables your team to run as efficiently as possible.

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Data Visualization Feedback Software Customer Feedback Customer Experience 172

Userpilot

APRIL 8, 2021

a high-growth bootstrapped startup – you will know the pain of not always being *able* to make the best design decisions. UX debt affects high-growth SaaS companies in industries where time-to-market is mission-critical and bootstrapped startups without a design team most. A startup founder who wished to remain anonymous).

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Research Software Feedback Software UX Weak Development Team 98

Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. Lessons learned from scaling a team. It has been a year of extraordinary growth at Intercom.

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Analytic Tools Research Software User Testing Customer Experience 150

Userpilot

DECEMBER 9, 2021

In the competitive world of SaaS products, product positioning is definitely something your product marketing team can’t afford to ignore. In a nutshell, effective brand positioning identifies the key benefits of your product and its competitive advantage in the market. The sales team could be a good source of information.

Research Software 91

Research Software Feedback Software Analytic Tools Positioning 91

Intercom, Inc.

APRIL 26, 2018

I hosted Nir on our podcast to learn how to create healthy habits, how to avoid bad ones, what questions thoughtful product designers should be asking themselves, and much more. Here are five quick takeaways: We have good habits and bad habits , which are very different from addictions. For me, that was a bad habit.

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