Intercom, Inc.

APRIL 22, 2021

As it turns out, he’s also quite the writer – since the last time we spoke , he has published not one but two books on engineering. After writing An Elegant Puzzle about the challenges of engineering management in high-growth organizations, his focus shifted to a career path that’s much less understood – the technical leadership track.

Technical Review 274

Technical Review Leadership CTO Coach Weak Development Team 274

The Product Guy

FEBRUARY 13, 2020

Challenges due to hypergrowth. Onboarding: A huge number of hirings, from C-Level to PMs and Tech lead Process-oriented, not mission, not goals Purpose lost: make new employees impact the team as soon as possible No feedback-loop with new employees. Regarding continuous delivery: Very technical focus (e.g.

Product Research 471

Product Research Onboarding KPIs Reporting Tools Feedback Software 471

Intercom, Inc.

MAY 19, 2021

It’s a familiar problem for all companies that scale fast – how do you keep your core technologies manageable for the increasing number of teams that depend on them? This surfaced as an increasingly large percentage of our product teams’ time being spent on operations or deep diving into understanding our small set of core technologies.

Technical Review 216

Technical Review Technology Systems Review Engineering 216

Userpilot

NOVEMBER 28, 2024

FullStory – Best for product, engineering, and marketing teams – Custom pricing (free trial available). LogRocket – Best for developers and engineers – Free plan available; paid plans start at $69/month. Sentry – Suitable for engineering teams – Free plan available; paid plans start at $26/month.

Analytic Tools 105

Analytic Tools Research Software Feedback Software Reporting Tools 105

The Product Guy

AUGUST 1, 2019

A startup development team consisting of a product manager and two offshore engineers was facing major challenges in meeting client deliverable deadlines – repeatedly. Each major release deadline created a high pressure environment with engineers working overtime in the weeks prior in order to meet delivery dates. THE CHALLENGE.

Weak Development Team 373

Weak Development Team Software Review Technical Review Onboarding KPIs 373

Intercom, Inc.

NOVEMBER 30, 2021

But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Download The Ultimate Modern Support Tech Stack guide. Is your tech stack ready?

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Product Innovation Educators

FEBRUARY 17, 2025

Recently, at Hemnet, Sweden’s beloved property platform, she led product development that drove a 130% increase in top line revenues, making it the growth engine of the business. Leadership doesn’t always mean management Many professionals enter product management from technical backgrounds, such as engineering or development.

Reporting Tools 179

Reporting Tools Feedback Software Customer Feedback Technical Review 179

Product Innovation Educators

JANUARY 20, 2025

Here’s how the two approaches differ: Aspect Traditional MBOs OKRs Compensation Link Directly tied to bonuses Deliberately separated from compensation Goal Structure Combined goals and metrics Separated objectives from measurable results Review Cycle Usually annual More frequent (e.g.,

Systems Review 282

Systems Review Framework Customer Experience Technical Review 282

The Product Guy

FEBRUARY 20, 2025

Shift from fixed yearly planning to rolling quarterly reviews to allow flexibility in roadmap decisions. Run structured stakeholder sessions to ensure leadership, engineering, and marketing teams remain aligned. Translate technical details into user-friendly language using real-world analogies.

Vision 195

Vision Onboarding KPIs Data Visualization Marketing 195

Intercom, Inc.

AUGUST 18, 2022

When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. Despite not having a formal education in engineering, Sarah landed a job as a developer in the French consultant Grand Manitou. Then, four years ago, in 2018, she got a job at Algolia as a software engineer.

Engineering 204

Engineering Software Review Technical Review Development Team Review 204

The Product Guy

APRIL 9, 2019

In my company, we review a living document with our management chain on a quarterly basis to align business direction for the short-term (immediate one to two quarters) to the long-term (two to five years). The challenge to the product managers is to translate these into a more functional plan for our engineering team. First Attempt.

Feedback Software 372

Feedback Software Analytic Tools Technical Advisors Strategy 372

Intercom, Inc.

AUGUST 11, 2020

And while seeing this work come to fruition, Sam, a Product Engineer at Intercom, was inspired to find more ways to get involved. As she tells it, “When I was fresh out of college, I was working at my first job in the tech industry. Think about the impact that racism has already had in tech. Know the scope of the issue.

Technical Review 289

Technical Review Software Review Systems Review Fractional CTO 289

Product Talk

FEBRUARY 2, 2022

Engineers are often reluctant to participate in discovery. This is only natural: Through years of bad habits, many of us have shown engineers that we only value them for the code they can write. But there are many reasons why engineers are one of the essential members of the product trio. And this is a good thing.

Product Research 274

Product Research User Testing Engineering Testing 274

Intercom, Inc.

DECEMBER 2, 2021

For the very first time, we’re releasing Engineer Chats , an internal podcast here at Intercom about all things engineering. Previously hosted by Jamie Osler , a Senior Product Engineer at Intercom for over seven years, it’s now up to Principal Systems Engineer Brian Scanlan to pick up the baton and keep the chats going.

Engineering 178

Engineering Presentation Technical Review Systems Review 178

Product Talk

APRIL 5, 2023

When running brainstorming sessions, Ellen found that engineers in particular were quick to jump to feasibility concerns. The back-end platform already supported the ability for direct messaging, so there was very little technical feasibility we had to worry about—the interface and user experience were the main challenges.”

Engineering 246

Engineering Feedback Software Product Research Technical Review 246

Lenny Rachitsky

FEBRUARY 25, 2025

Step 1: Preparation (3-5 weeks) The preparation step is a foundational effort where a lot of the groundwork and due diligence is done to inform the strategy selection process. These illustrative concepts are not intended to be “shovel-ready” for engineering to build on. This could include the founders, CEO, etc.

Strategy 116

Strategy Technical Review Product Strategy Product Research 116

Userpilot

NOVEMBER 17, 2024

Next, the analytics setup depends on engineers, which disrupts their workflow. It also draws out the process by requiring time-consuming agreement on needs and strict protocols, like QA reviews. Often due to analysis paralysis , overwhelming amounts of information, or a lack of clear insights that drive product decisions.

Data Visualization 93

Data Visualization Analytic Tools Software Review Feedback Software 93

Userpilot

OCTOBER 19, 2024

It is tailored for product teams who need to send NPS surveys inside their app and analyze it without technical expertise. 3 Delighted for e-commerce, tech, and non-profit teams Creating NPS surveys with Delighted. So they make it easier to send these surveys and get more responses.

Feedback Software 105

Feedback Software Analytic Tools Data Visualization Research Software 105

Intercom, Inc.

JULY 20, 2022

But when we make technical decisions, we like to be conservative. In practice, being technically conservative looks like reusing existing technologies and frameworks in our stack, or promoting tried and tested patterns and solutions. Here, Waheed discusses our engineering principle “Be technically conservative”.

Technical Review 160

Technical Review Reporting Tools Customer Experience User Testing 160

Product Innovation Educators

AUGUST 14, 2023

He is convinced that product is the single most important success driver for tech companies, which is why he founded Prodify to share what he learned from being an advisor to over 50 tech companies to realize their full potential. Ben has led successful technology products for the last 25 years. He

Technical Review 268

Technical Review User Testing Weak Development Team Vision 268

Product Talk

MAY 4, 2022

For example, while Teresa recommends creating a product trio that includes a product manager, engineering lead, and a designer, she acknowledges that some product trios might be made up of slightly different members. It’s not about finding the right tech stack; it’s about finding the tech stack that works for your team.

Research Software 238

Research Software Feedback Software Product Research Data Visualization 238

The Product Guy

SEPTEMBER 27, 2016

He translates complex business problems into solutions that are easily consumed by engineering, marketing and sales. Paul is an experienced product management professional with over 15 years of experience in technology management and 10 years in product management. She majored in Industrial Relations in her undergraduate degree.

Research Software 370

Research Software User Testing Analytic Tools Product Research 370

The Product Guy

OCTOBER 25, 2016

He translates complex business problems into solutions that are easily consumed by engineering, marketing and sales. Paul is an experienced product management professional with over 15 years of experience in technology management and 10 years in product management. She majored in Industrial Relations in her undergraduate degree.

Analytic Tools 356

Analytic Tools Research Software CTO Coach Fractional CTO 356

The Product Guy

FEBRUARY 27, 2020

Feasibility risk impacts the capacity of the team to build the product given time, skills and technology constraints. The sales team and leadership promised the clients to deliver the product without having any discussion with the engineering team. Resource, technology and poor planning impact a product’s functionality.

User Testing 419

User Testing Weak Development Team Product Research Customer Experience 419

The Product Guy

AUGUST 30, 2017

The relationship between QA and Engineering was bordering on food fights, and we’d only achieved half of our requirements. As we were getting closer to the end of the year, my senior vice president called me in, to review our progress against our goals. I’m not a technical Product Manager. In fact, our tests regularly failed.

Technical Advisors 309

Technical Advisors Product Management Product Manager Technical Review 309

The Product Coalition

FEBRUARY 12, 2022

It’s always better when we’re together Photo by henry perks on Unsplash When I entered the wondrous world of product & engineering for the first time, I did not understand why there was a split between Product & Engineering. Engineering decides how and executes. One cannot exist without the other.

Engineering 159

Engineering Product Research Technical Review Roadmap 159

The Product Guy

JULY 4, 2019

We provided consulting, insurance brokerage, information technology and business process outsourcing services. This was due to incorrect contribution amounts, the system not finding an account, or invalid employer data. She has co-facilitated and led Agile training sessions for students in Master of Engineering in Silicon Valley.

Research Software 384

Research Software Product Management Product Manager Systems Review 384

Alchemer Mobile

NOVEMBER 10, 2022

You also might be reading this post thinking: “Who’s adding new tools to their tech stack right now?” Incorporating these tools into your customer experience tech stack will drive more engagement, gather high-quality customer feedback, and help inform your product roadmap. Supporting tech. This is a valid question. Rightpoint.

Feedback Software 256

Feedback Software Analytic Tools Reporting Tools Data Visualization 256

Product Talk

MARCH 13, 2024

Instead, they hand off work from team to team—the back-end engineers design the data model and system architecture, the front-end engineers build the interface elements, the mobile engineers work toward feature parity, etc. These teams can rarely deliver value on their own. Click the image to see a larger version.

Research Software 319

Research Software Weak Development Team Feedback Software User Testing 319

Product Management University

JULY 31, 2023

The career paths for sales engineers (SEs) and solution consultants (SCs) are wide open due to the blend of business and technical skills, sales skills and positioning expertise required to succeed in this role. Are Sales Engineers and Solution Consultants the Same? Are Sales Engineers and Solution Consultants the Same?

Feedback Software 130

Feedback Software Consulting Engineering Technical Review 130

Intercom, Inc.

OCTOBER 8, 2020

As Kristen says: She predicts that this strategy of letting the product guide the sales process is the future of tech: “I think that’s where a lot of the future of sales and tech in general is going to go to some extent, which is to really let the product guide the people. Crowning the customer.

Software Review 205

Software Review Enterprise Technical Review User Testing 205

Product Innovation Educators

OCTOBER 7, 2024

We discuss the benefits of low-fidelity prototyping, the engineering design process, and how to use prototypes effectively to solve problems and validate ideas. In the OEDK, students have access to high-tech equipment, but they won’t always have the OEDK available to them.

User Testing 283

User Testing Feedback Software Customer Feedback Product Management 283

Roman Pichler

FEBRUARY 11, 2020

Consequently, a platform should have its own product strategy and roadmap , KPIs , product backlog , and well-designed software architecture that leverages the right technologies. Ensure that the Platform is User-Led, Not Technology-Driven. Treat the Platform as a Product.

Feedback Software 272

Feedback Software Software Review Technical Review Customer Experience 272

The Product Coalition

OCTOBER 16, 2024

The SpaceX Raptor engines are a great example. They have gotten significantly simpler iteration over iteration despite being rocket engines for space travel. We were now reviewing the features to be sunset, and the teams to work on them. It was a big and risky commitment, as no one likes to work on ‘clean-up’ duty.

Roadmap 120

Roadmap Onboarding KPIs User Testing Customer Experience 120

Product Innovation Educators

SEPTEMBER 9, 2024

Innovation is the economic engine for organizations and a key source of new value. Here are key criteria to consider: Strategic fit with company objectives Sales potential and market size Competitive landscape User experience and customer value Technical feasibility and complexity Financial metrics (e.g.,

Research Software 304

Research Software User Testing Customer Experience Analytic Tools 304

Alchemer Mobile

APRIL 14, 2020

Here are some of the questions they’ll discuss: What’s the relationship between design, development, engineering, and product and your company? How deep does your understanding of the technology go as a PM? How do you manage executive expectations, customer expectations, and technical resources? Christy: All right.

Technical Review 246

Technical Review Technical Advisors Customer Experience User Testing 246

Lenny Rachitsky

JANUARY 14, 2025

Laura Tacho is the CTO at DX , has taught over 1,000 tech leaders through her course on developer productivity metrics , and on the side is an executive coach for engineering leaders. Unfortunately, if yours is like most companies, your product and engineering teams disagree about what “moving faster” means.

Product Research 128

Product Research Research Software Data Visualization Reporting Tools 128