Product Strategy What I Learned About Support as Product Research Support is often treated as a cost to be minimized, but for the long-term founder, it is the highest-fidelity research channel available. Here is how to turn tickets into product strategy.
Founder Psychology The Work Hidden Inside Slow Feedback Slow feedback isn't just a delay; it's a specific type of emotional labor. Learn how to manage the 'ghosting gap' and maintain stability when the data takes its time.
Founder Tensions The Founder Tension Between Customer Closeness and Founder Distance Navigating the shift from support-as-research to strategic distance is the most difficult transition in a long build. Learn why staying too close can break the founder.
Founder Psychology The Founder Tension Between Ambition and Patience The conflict between scaling a vision and the slow, manual work of founder-led support is the defining tension of the long build. Balancing these forces requires knowing when to stay close to the user and when to step back.
Product Strategy Field Notes on Support as Product Research Support is often viewed as a distraction from building. In reality, it is the primary lab where the invisible work of SaaS—the reliability, permissions, and edge cases—is discovered and refined.
Product Strategy Customer Support Is an Unfiltered Product Research Channel Support isn't just a cost center; it's the rawest data stream for product development. Learn how to turn support friction into product clarity and manage the emotional debt of early adopters.
