Why Feature Requests Die in Slack
A feature request enters a Slack message. Six people react with plus-one. And then nothing happens for six months. Why?
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BuildBetter Blog
Product ops, customer discovery, and better decisions
Practical thinking for product teams who run customer calls and want more out of them.
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The PM's Guide to Extracting Signals from Customer Interviews
Most discovery interviews produce one good quote and twenty minutes of interesting-but-unactionable context. How to change that.
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How a Voice of Customer Program Can Feed Your Backlog Directly
Most VoC programs produce reports. The best ones produce backlog items. The difference is in how you structure the signal flow.
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Three Questions Every Product Review Should Answer
Not every product review needs the same structure. But three questions, if left unanswered, guarantee you leave the room without alignment.
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Churn Notes Are Too Late: Catching Product Gaps While You Still Can
By the time a product gap shows up in a churn note, you have already lost the account. The signal was there three months earlier -- in the calls.
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What 50 Customer Calls Taught Us About Roadmap Prioritization
We reviewed every call from our first 50 customers and asked: what would have changed in our roadmap if we had caught this signal earlier?
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From Call to Jira: Automating the Insight-to-Issue Journey
Getting a customer insight into a Jira ticket usually takes three people and a week. Here is how to cut that to an automated workflow.
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The Signal-to-Noise Problem in Customer Discovery Calls
Every discovery call has useful information buried in forty minutes of conversation. The challenge is not capturing it -- it is separating it from the noise.
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How PMs Waste Discovery Time (and What to Do Instead)
Most PMs spend 20% of their time on customer discovery and come away with a few quotes they already suspected were true. There is a better approach.
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Connecting the Dots: Account Health and Feature Gaps
When a high-ARR account keeps requesting the same integration, that is not a feature request -- it is a retention risk. How to see the connection before it is too late.
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Why Voice of Customer Programs Fail
Most VoC programs generate reports that get read once. The programs that actually change product decisions are built differently from the start.
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