Disconnect To Reconnect
All journeys, no matter how fruitful, come to an end. After a little over nine and half years I decided to leave SAP last week. What a journey this has been! Making Design Thinking real I was hired into a multidisciplinary corporate strategy team, set up by Hasso Plattner, the chairman of SAP’s supervisory board, […]
Product Vision: Make A Trailer And Not A Movie
I have worked with many product managers on a product vision exercise. In my observation the place where the product managers get hung up the most is when they confuse product vision for product definition. To use an analogy, product vision is a trailer and product definition is a movie. When you’re watching a movie […]
Why And How Should You Hire A Chief Customer Success Officer?
For an ISV (Independent Software Vendor) it is everyone’s job to ensure customer success but it is no one person’s job. This is changing. I see more and more companies realizing this challenge and want to do something about it. Sales is interested in maintaining relationship with customers for revenue purposes and support works with […]
When customers want a product roadmap, do this instead
Product roadmaps suck. There, I said it. <exhales> OK, let’s explain that. Roadmaps that are real, living documents representing what you will deliver…are awesome. But that may not be the case for you; it wasn’t for me. Instead, a product roadmap was at its core a sales document for a prospect call. A lot of effort, with […]
A Design Lesson: Customers Don’t Remember Everything They Experience
My brother is an ophthalmologist in a small town in India. In his private practice, patients have two options to see him: either take an appointment or walk in. Most patients don’t take an appointment due to a variety of cultural and logistics reasons and prefer to walk in. These patients invariably have to wait […]
Decision flow for customer feature requests
If you manage a product or service in the business-to-business (B2B) market, customer requests for features will be a regular part of your work. Requests come in through the sales team, service reps, and senior management, as well as directly from customers themselves. It’s a disruptive insertion of new items for your agenda. That disruption […]
The Folly of Inside-Out Product Thinking
Inside out just doesn’t fit right Ever run into this deductive reasoning? Customers like our existing products and our company We are building a new product that reflects the priorities of a company executive Therefore, customers will like our new product It’s a clear violation of the First Law of Product: Customers decide what products they […]
10 examples of fabulously flawed product-first thinking
In talking about jobs-to-be-done here, I sometimes think that all I’m doing is stating the obvious. I mean, isn’t it obvious that you’d create something that helped fulfill a need or desire? What else would you do? But I’ve seen in my own work experience, and across a multitude of initiatives in other industries, cases […]
Tell your work story with an infographic
I have recently found myself updating my resume. Why? After 4 1/2 years at Spigit, I have moved on as the company has been acquired by Mindjet. It was a good run there. So I needed to dust off the resume. And you know, it was eye-opening how limiting resumes are. They are great for their […]
Eleven Secrets of SaaS Product Design
SaaS product management professionals should always remember that there are four P’s in marketing, one being product. Unfortunately, software companies have a bad habit of thinking about product in isolation from the rest of the marketing mix. This is a particularly costly mistake in SaaS and is the root cause of many a SaaS Don’t. […]
A Method for Applying Jobs-to-Be-Done to Product and Service Design
Say you’re designing something new for a product or service. Of course, you have your own ideas for what to do. But, how informed are you really about what is needed? This is a question I faced in thinking about game mechanics used in a social platform. A common product approach is to work up […]
Jobs-to-be-done’s place in a customer-centric organization
On Twitter, I asked this question: When firms talk about being customer-centric today, what are they actually *doing*? FB page? Reacting to tweets? Sentiment analysis? #scrm — Hutch Carpenter (@bhc3) May 15, 2012 I asked it, as I had a conversation in recent days with a fellow from a large corporate. Customer-centricity was recently adopted […]
AbleBrains: Zen and the Art of Product Management
Here’s Chapter’s 1-3 of Storming the Castle. Chapter 3 is Zen and the Art of Product Management (text only is below). Enjoy! Feedback is most welcome. Download Storming_the_Castle We’re this far into our GTM planning to take our most prized market castle. We’ve conceptualized a product, ran it past our customers with our VOC team […]
