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

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 91

User Testing Customer Feedback Customer Experience Data Visualization 91

Intercom, Inc.

OCTOBER 10, 2018

At Intercom we strive to maintain a high caliber of customer support, and we do this with a peer review system, where every member of our Support team consistently reviews their teammates’ conversations. During a review, conversations are rated on two main aspects: quality and tone. Measuring our support.

Framework 191

Framework Customer Experience Systems Review Support Training 191