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A Summary of

Customer scrutiny leads to better products

by
Nate Munger
Intercom
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Talking to users and potential customers is a great way to focus on PMF. What type of conversations reveals growth opportunities?

Scrutiny

  • Customers that challenge your knowledge of your product's use cases.
  • If your company is tech-focused, talk to a customer whose market is outside the tech world.

Conversations that Question Your Limitations

  • Customers ask "What are your product's limitations?"
  • Be clear about the limitations
  • These conversations eventually lead you to a point where you are unsure what your product's limits are.
  • Gives you an area you should research more on

Conversations Where Customers Teach You About Your Product

E.g. When Intercom released its APIs, Unbounce (its customer) built a Zendesk widget that extended Intercom's functionality. This taught Intercom more about how their product could be used.

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