Many deciders, team leaders, or product managers will emphasize the importance of communication between teams, the great value of varied perspectives, and getting a mixed group of people around the table. They’ll praise team members for being the glue or the cement, the more fluid connectors between the “bricks” of specialists. But they usually... See more

We expect every product manager to be actively talking with customers and really spending a lot of time understanding customers. But it’s not just a product management thing. Engineers are expected to be talking with customers as well.

In Zapier’s early days, everyone at the company wore that hat of customer support. This stemmed at first from a matter of necessity—there simply wasn’t anyone else to do it.

在 Zapier 的早期,公司的每个人都戴着客户支持的帽子。这最初是出于必要性——根本没有其他人可以做这件事。

But, the benefit of having everyone (even engineers) spending time speaking to customers directly became very apparent.... See more