We Appreciate Your Business. Please Stay on the Line.

Harvard Business Review

FAQs are great, but customers still need to talk to your people. In big companies, it''s easy for managers to forget that the acquisition of each customer represents a real victory for product development, marketing, and sales.

The Customer Support Hierarchy of Needs

Harvard Business Review

Almost five years ago, I was sitting in the conference room of one of the world’s largest insurance companies, trying to push the idea of social customer relationship management to their corporate marketing team.

FAQ 16

Sell Your Product Before It Exists

Harvard Business Review

However, the real success isn’t in the amount of cash Coin raises; it’s that the minds behind Coin have proven there’s a market demand for their product using the only research method that counts: the market itself. When Eric Reis was popularizing the concept of an MVP, the guiding principle was to build and release a product with as few features as possible, and then use the market’s reaction to gauge how to refine the product.

Reis 12