Customer focus

By Intercom

PMs represent customer needs accurately and fairly to create the best possible value for Intercom. They use customer insight to ensure that they deeply understand our customers’ problems, define the correct priorities to tackle and create a clear brief.

Level 1

Customer informed. Talks to customers using their area of product and has some understanding of their needs. Relies on Research guidance to understand how research insights might impact product direction. Effectively partners with Research to validate decision-making.

    Level 2

    Customer focused. Talks to customers using their area of product, always looking for deeper insight. Understands their needs and uses this insight to effectively create the best possible value in their product area. Partners effectively with Researchers, helping to define the problems we should be seeking to understand and to validate decision-making

      Level 3

      Customer focused. Talks to a range of customers using their area of product and beyond, always looking for deeper insight. Is recognised internally as an expert in customer needs for their area of product. Is able to use this insight to effectively create the best possible value in their product area. Anchors decisions in research. Uses research as a key input into problem and solution definition. Proactively defines the problems for their area of product we should be seeking to understand and partners effectively with Research to execute these.

        Level 4

        Customer focused. Talks to a range of customers, across target segments and use cases, always looking for deeper insight. Is recognised internally and externally as an expert in customer needs for a range of use cases. Is able to use this insight to effectively create the best possible value across a range of use cases and anticipate future product needs or opportunities. Research driver. Can effectively define the research we need across a range of product areas. Uses research as a key input for product strategy for their product area and relevant use cases. Partners effectively with Research to uncover new insights that help drive product strategy. Drives improvements in how we work with Research.

          Level 5

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