When you align teams on the customer journey, you get a unified result Who owns the customer experience, really? When a problem happens, we typically point at the team that owns that feature in the product. But most ownership problems…
Support teams are the early-warning radar for customer journey breaches Product-led teams often talk about their customer journey as the measure for delivering the customer promise. When they spend more time building a journey map in Figma than translating it…
When you try to buy at the Apple store with Apple Account Balance, this might happen to you I am a firm believer in the vertical technology ecosystem. I love the idea that you can use multiple devices or account…
Photo by Nick Fewings on Unsplash Not long ago, the product manager role was defined by discovery and handoff. PMs interviewed customers, ran “jobs to be done” workshops, sketched flows in Figma, wrote a PRD, and then passed it to…
A sequence diagram takes a complicated flow and explains what happens In 2012, our Elasticsearch service broke at a SaaS company where I was working. It was an operational and technical failure that left hundreds of customers with impaired use…
Photo by Jahanzeb Ahsan on Unsplash You know that feeling when your team is drowning in work? When every task feels urgent, every request seems important, and you’re constantly starting new things but never finishing anything? I learned the hard…
Photo by Tamas Tuzes-Katai on Unsplash If you have a comment or are interested in sponsoring, hit reply. Have you ever played RevOps detective? 🕵️ The story goes something like this. There’s a closed-won (or a closed-loss) account, and you’re…
Photo by charlesdeluvio on Unsplash You often hear companies say, “we’re customer obsessed.” What does this mean exactly? Beyond the obvious reason of keeping current customers from leaving and lining them up for expansion opportunities, the idea of being customer…
I wrote and deleted this post several times before continuing to write. It’s not easy to think of yourself as a writer and not have the words to say what’s in your head. It is easy to delete the draft,…
