One does not simply build for a single customer journey

Hey there,

The secret to business growth ultimately boils down to understanding your customers’ needs. Whether you’re creating a go-to-market strategy for product-led growth or designing new product features and capabilities, understanding the various ways in which current and prospective customers want to engage with or procure your product is crucial.

Last week on the podcast, we chatted with MadKudu co-founder Francis Brero about the importance of understanding the full spectrum of user needs in order to create a great go-to-market strategy and drive product-led growth. (And as an added bonus, he also explores the similarities between the B2B selling journey and The Lord of the Rings!)

On the blog, Senior Product Designer Tatiana Sivo dives into one of Intercom’s product principles: building product that’s opinionated by default, but flexible under the hood. (Spoiler alert: it involves balancing strong opinions about the future of customer support with – you guessed it – our customers’ needs.)

There isn’t one customer journey to rule them all, 

Intercom creates modern customer service software that redefines how businesses support their customers.

Intercom | 55 2nd St. | San Francisco, CA 94105

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