I used to think of onboarding mainly as the process of helping users understand a product. Over time, I started looking at it differently. Onboarding is really about helping users reach value. A product can have excellent features, but if users have to spend too much time figuring out what to do before experiencing those…

One mistake I see product teams make is treating Time to Value and Time to First Value as the same metric. They are related, but they answer different questions. A user can experience value quickly and still take a long time to get the full value they came for. Understanding the difference can change how…

Early in my product career, customer feedback came from everywhere. A customer would mention something during a call. Support would raise a ticket. Sales would send a message in Slack. Someone from Customer Success would mention a recurring complaint in a meeting. The problem wasn’t a lack of feedback. The problem was that nobody had…

One of the easiest ways for a Product Manager to build a roadmap is to look at customer requests and count how often each request appears. Ten customers want Feature A. Three customers want Feature B. Feature A goes to the top of the roadmap. It sounds logical. But product prioritization is rarely that simple.…

One thing I’ve learned about Voice of Customer research is that customers don’t always have the right words to describe what is wrong. They might say a workflow is confusing. They might ask for a new button. They might say a feature is difficult to use. But sometimes the most useful insight comes from simply…