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Tag: Customer Support

  • Automating ERs through Support is Crap

    Automating ERs through Support is Crap

    Enhancement request tickets filed through support are a sign that the product team is failing. Here’s why. How does a product team know what to do? There are three forces at play to produce product market fit: customer requests, market analysis, and engineering research. Customer requests are the purest and…

  • Imperfect Product

    Software vendor people have all sorts of different backgrounds… while lawyers and architects might have pretty similar educations, software people could have been educated in liberal arts or pre-med or hard knocks instead of STEM or EECS. Furthermore, they might have more experience in selling or more experience in servicing,…