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Triggers might include: If a customer calls to cancel their subscription, schedule an interview. If a customer has a question about feature x, schedule an interview. If a customer requests a customization, schedule an interview. Triggers can change week over week. The key is to clearly communicate to your customer-facing team who you would like to interview and to make it easy for them to schedule the interview. Give them a script to follow. It might be as simple as this: If the customer trigger occurs, then say: “I’d love for you to share your feedback with our product team. Can we schedule 20 minutes for you to talk with them?” If they say “Yes,” have your colleague schedule the interview.
Continuous Discovery Habits
Teresa Torres
Standardization will look different at every company, depending on your needs, but there are some core areas we all need to standardize, like idea management, roadmapping, product tool kits, and onboarding. And of course, none of this actually replaces the need for skilled product managers. These processes can only help you if the quality of the inputs is good.
Product Operations
Melissa Perri and Denise Tilles
When the retail, operations, and finance teams began to construct the initial Amazon WBR, they turned to a well-known Six Sigma process improvement method called DMAIC, an acronym for Define-Measure-Analyze-Improve-Control.1 Should you decide to implement a Weekly Business Review for your business, we recommend following the DMAIC steps as well. The order of the steps matters. Progressing through this metrics life cycle in this order can prevent a lot of frustration and rework, allowing you to achieve your goals faster.
Working Backwards
Colin Bryar and Bill Carr
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