Product Problems Manifesto

Every time you add a person to support, it’s a product problem.

Every time you add a person to sales, it’s a product problem.

Every time you add a person to customer success, it’s a product problem.

Every time you need to answer customer questions, it’s a product problem.

Every time you see an increase in churn, it’s a product problem.

Every time you rely on marketing for onboarding, it’s a product problem.

Every time you see low retention rates for a feature, it’s a product problem.

Every time you rely on paid advertising for growth, it’s a product problem.

Every time you see low movement between plans, it’s a product problem.

Product problems will not get fixed by marketing or support or sales. They will not get fixed by fixing the metrics.

Product problems will also not get fixed by brainstorming for possible solutions by just looking at the numbers. And they certainly won’t get fixed by AB testing button colors.

The only way product problems get fixed, is when you talk to your customers in person, understand what they are trying to achieve and where your product fits into their natural workflow.