Insights

What a data center tour taught me about talking to customers Most organizations respond to customer confusion the same way: they add documentation. Another page. Another diagram. Another tooltip. More words, on the theory that if customers are confused, they must not have enough information yet. That's rarely the problem. The problem is usually that the information exists in the wrong language. I learned this on, of all places, a data center tour. The problem is translation, not volume ...

While training creates knowledgeable people, standard operating models create consistency. Product leaders ask me a simple question all the time. “What’s the return on investment of product management training?” Or, for that matter, “What’s the return on investment of product management?” For years, my answer focused on skills. Trained product managers find better opportunities. They prioritize more effectively. They build stronger business cases. They communicate more clearly with...

Building an AI-assisted application revealed a timeless lesson. Even seasoned product managers find that the best way to uncover important requirements is through conversation. Context changes everything.