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How do today's most successful tech companies—Amazon, Google, Facebook, Netflix, Tesla—define, design and develop the products that have earned the love of literally billions of people around the world? Perhaps surprisingly, they do it very differently than the vast majority of tech companies. In INSPIRED, technology product management thought leader Marty Cagan provides readers with a master class in how to structure and staff an empowered and effective product organization, and how to discover and deliver technology products that your customers will love—and that will work for your business. With sections on assembling the right people and skills, discovering the right product, embracing an effective yet lightweight process, scaling the product organization, and creating a strong product culture, readers can take the information they learn and immediately leverage it within their own organizations—dramatically improving their own product efforts. Whether you're an early stage startup working to get to product/market fit, or a growth-stage company working to scale your organization, or a large, long-established company trying to regain your ability to consistently deliver new value for your customers, INSPIRED will take you and your product organization to a new level of customer engagement, consistent innovation, and business success. Filled with the author's own personal stories—and profiles of some of today's most-successful product managers and technology-powered product companies, including Adobe, Apple, BBC, Google, Microsoft, and Netflix—INSPIRED will show you how to turn up the dial of your own product efforts, creating technology products your customers love. The first edition of INSPIRED, published ten years ago, established itself as the primary reference for technology product managers, and can be found on the shelves of nearly every successful technology product company worldwide. This thoroughly updated second edition shares the same objective of being the most valuable resource for technology product managers, yet it is completely new—sharing the latest practices and techniques of today's most-successful tech product companies, and the men and women behind every great product.
How to maximize results while minimizing waste? What is the most important routine for Product Owners? How to avoid drowning into the DEEP end of the Backlog Swimming Pool? How to keep you and your team learning and improving while constantly delivering maximum customer value? And how to have fun while doing it? Product Owner is the most important role in agile development. The 8 Secrets for Product Owner Success shows how any Product Owner can follow easy steps to guarantee great results and a positive and constantly improving team.
STEVE WOZNIAK, Apple co-founder: "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology." SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book." "Clearly the best book on customer service management written in the last decade." Professor Frank Allen Philpot, George Mason University School of Management HONORS RECEIVED: -SETH GODIN's "Must-Read Reading List,"Late Spring 2012 -CIO Magazine: "Must-read, Summer 2012" -Readitfor.me:"The 8 new business books you need to read NOW" In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws your business a lifeline. Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don't. Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: * Six major customer trends and what they mean for your business * Eight unbreakable rules for social media customer service * How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content * The rising power of self-service--and how to design it properly * How to build a company culture that breeds stellar customer service ? High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide--online and off.
Create products people will pay for before they're even built. You have an idea in your head. Maybe even more than one! But you're stuck simmering on it because you just don't know if it's the right one to pursue. You're wondering whether people will even use your product, let alone pay for it. The uncertainty is overwhelming, so you do ... nothing. But what if you were confident that your idea would help people? How would you feel if you turned your passion into a living, breathing software product ... and you made money from it? Poornima Vijayashanker has founded 3 startups and personally guided 100+ people who have launched products that make 6 and 7 figures per year. Everyone started with varying levels of technical and business know-how-or none at all-but everyone was passionate about an idea. Now, Poornima travels around the country teaching people how to bring their ideas to life. With the right roadmap in front of you, you can launch a winning software product too. "But I don't know how to code or run a business." The tangled world of startups and software development is intimidating and hard to navigate. To start with, not every entrepreneur knows how to code. Even the ones who do still need other skills to succeed; they need to design a good user experience, figure out how to attract paying customers, and hire and fire technical talent. There are hundreds of tools and services to help build products, and they need to know which ones are useless and which ones will save them time. They'll eventually run out of cash to keep paying rent and developing, and will need to figure out whether to get investors, apply to an accelerator, or bootstrap. Trial and error takes years of research, setbacks, and heartache ... not to mention a lot of money. You could go to design school, teach yourself how to code in the off-hours, and spend thousands of dollars testing marketing campaigns. Or you could... Follow a proven guide for turning your ideas into successful products (and even 6- to 7-figure businesses). This book will teach you how to: - Validate your idea before you spend time and money on it. - Talk to prospective customers without feeling awkward or pushy. - Leave competitors in the dust with good design and positioning. - Save time and heartache by building only the features people will actually use. - Hire talented people to build your product for you. - Get more paying customers with scrappy marketing strategies. - Find money to fund your business. This guide includes time-tested strategies and tools that entrepreneurs love: Over 13 case studies with the inside scoop on companies like Mint.com, AirBnB, and Zappos. The exact systems and tools Poornima and other startup founders have used to build rock-solid products. 7 interviews with successful startup founders and early employees like: - Melody McCloskey, CEO & Co-Founder of StyleSeat - Brittany Forsyth, Head of Human Relations at Shopify - Ben Congleton, CEO & Co-Founder of Olark - Julia Grace, Head of Engineering at Tindie - Thomson Nguyen, CEO & Co-Founder of Framed Data - Alyssa Ravasio, CEO & Co-Founder of Hipcamp - David Cummings, CEO & Co-Founder of Pardot
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