This week, our question comes from Gabriele: “What books would you recommend to an entrepreneur just starting out?” The number one book I...

The shift away from one-time transactions toward recurring revenue has made user onboarding the critical step in scaling a product...

We often get questions from readers about business, startups, product management, customer support and more. And one question that our...

In the early days of Intercom we obsessed about how many people were in meetings and constantly optimised for efficiency, trying to make...

Last week, we asked our readers to send in their questions about business, startups, product management and more. We got a fantastic...

Knowing what to charge for your startup’s product is hard, but you should always price for the value it creates for your customers, not...

If there’s one thing our industry loves it’s false dichotomies. Should designers learn to code or focus on design? Should they generalize...

We’re delighted to announce we’re taking Inside Intercom on a world tour, starting in early May. It’s our chance to connect with you, our...

If you work in a startup, a really effective way of thinking about your product roadmap is over three timelines: the next 6 years, next 6...

When accounting software startup ProfitBooks grew to more than 1,000 customers in a matter of weeks, things got hectic. Like many...

4-6 million years ago, the human and chimpanzee lineages began to split. Between then and the early 90s, the chimpanzee race has...

A clichéd piece of advice is to ignore your competitors. It’s universally agreed on, yet ask any founder how their competitors are doing...

Fundraising can be a distracting period for a company. The CEO and the finance/analytics team particularly feel the weight of this burden...

Consumer products have always put the user experience above all else and now the same is happening in B2B software. It’s time our SaaS...

There’s been lots written about how Internet businesses should build software, from books like The Lean Start-Up, and posts from Google...

What gets measured gets done, no matter the cost. But there is a genuine danger in reducing product onboarding and design to an exercise...

I recently left my job at Google to head up the Product Design team at Intercom. Here’s why I thought Intercom was worth taking the leap....

It rarely makes sense to take product feedback from all users and it never makes sense to get it all at once. At the outset of a new...

What do all technology flops have in common? They failed to do a job for their customers. If you are struggling to identify a job your...

What happens when the sh*t hits the fan? Your company gets hacked, your users’ data “disappears”, your service is disrupted at the wrong...