Tomasz Tunguz wrote this piece last year and it is a great place to start 2020 for all of us working on a SAAS product. In multiple forums and columns one key learning has been developing the ability to ask the right questions at various times in your business lifecycle. If the answers surprise you – which most likely it will – you have your work cut out. Consider these 8 questions (of 13) focused on the customer any PMM should be asking –
When I was attending the BMC course at Mars Discovery District one in my cohort referred to The Mom Test. This book on customer discovery by Rob Fitzpatrick asks entrepreneurs to doggedly pursue the truth. Even if it says your idea sucks. If you are concerned about feelings and a fragile ego, talk to your Mom.
Kate Leggett, VP and Principal Analyst Forrester, has been looking at AI, Customer service, CRM and related areas for a long time. In her recent post she underlines 3 customer service mega trends. According to Kate, as AI eats predictable and repetitive jobs, SuperAgents will appear as Customer service becomes high touch. They will handle critical customer interactions that require deep subject matter knowledge or product ecosystem expertise.