Mironov Consulting

OCTOBER 19, 2022

Product management doesn’t run Engineering; Engineering runs Engineering. And at least in public, Engineering and Product leadership need to be shoulder-to-shoulder , actively supporting each other at every turn. But there are some engineering team configurations that I see as problematic.  So

Weak Development Team 129

Weak Development Team Software Review Systems Review Technical Review 129

Mironov Consulting

SEPTEMBER 22, 2020

Engineering and Product are written off as intellectual time-wasters. We spin up outbound marketing/support efforts too early. Engineering concept validation” ( NON-REVENUE ). Stakeholders keep expanding the definition of ‘done’, since we can’t ship a real revenue product without features A, B, C, X, Y and Z.

Technical Advisors 142

Technical Advisors User Testing Weak Development Team Customer Experience 142

Centercode

AUGUST 7, 2020

When you’re managing beta and delta testing, you’re tasked with providing accurate, useful insights to several different stakeholders — reporting and prioritizing issues for Engineering and QA, feature acceptance for Product Management, contextualizing insights for UX, even testimonials for Marketing.

User Testing 78

User Testing Product Research Reporting Tools Testing 78

Gainsight

OCTOBER 31, 2018

Specifically, they are creating premium “Customer Success Plans” which often including premium support, training, professional services “points,” and advanced Customer Success. These models look a great deal like the justification of a Sales Engineer or “Pre-Sales” resource to partner with an Account Executive for a new sale.

User Testing 61

User Testing Customer Experience Support Training Product Research 61

Amplitude

JANUARY 27, 2021

Everyone, from engineers to accountants, can benefit from getting a better pulse on customer insights, imbuing the data they use to make decisions with more meaning. Increased appreciation for the work of Support, Success and Sales teams and their ability to deal with challenging situations.

User Testing 90

User Testing Customer Feedback Customer Experience Data Visualization 90

The Product Coalition

NOVEMBER 14, 2018

Engineers (software engineers, quality assurance engineers, etc.) Services (customer support, training, etc.) Photo by rawpixel on Unsplash Typically, an example that is shared would be when marketing or sales absolutely needs a feature that engineering just doesn’t have capacity for.

User Testing 60

User Testing Product Management Product Manager Finance 60

Intercom, Inc.

OCTOBER 10, 2018

We don’t blame the engineers, or attempt to come up with excuses. Take this opportunity to really connect with your customers, and if you wouldn’t say the words in a “normal” spoken interaction, don’t say them in a support conversation. We take ownership of our mistakes, and move forward. Practice your tone.

Framework 191

Framework Customer Experience Systems Review Support Training 191