Inside Intercom Podcast

Intercom co-founder Des Traynor hosts a roundtable discussion with VP of Product Paul Adams and Director of Product Design Emmet Connolly to discuss what they've learned this year about scaling a product and a team. They talk about the fundamentals of a sound product strategy, the importance of listening to your unmet customer, and the qualities they look for in new hires at this stage of growth. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Sujan Patel – a serial entrepreneur and industry leader – is no stranger to finding the cutting edge in growth. He sits down with Intercom's Dustin Crawford to chat about the rise of chatbots, the most effective ways he’s seen them being used, and where he thinks the future of automation is headed.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We sat down with Julien Codorniou, VP for Workplace by Facebook, to get a behind the scenes look into running a startup inside of Facebook, how they're building a less disruptive communication platform, and how they're reinventing the B2B sales and marketing playbook.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Ambient Strategy‘s April Dunford joins Intercom's Geoffrey Keating at the SaaStock conference in Dublin to discuss the ins and outs of positioning your product, why you should avoid marketing pixie dust, and how to stand out in a crowded spaceSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Patrick Campbell, CEO of ProfitWell, talks to Intercom's Geoffrey Keating about why he left his job as an economist at the NSA to start building software, the density of marketing channels today (and how to break through the noise) and the biggest pitfalls to avoid when pricing your product.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Product marketing is about getting people to understand not just what you're building, but why they should care about what you're building. Matt joined Intercom in 2014 and immediately saw the need to tell a better Intercom story, one that captures people's attention and motivates action. He shared his experiences at last year's Inside Intercom World Tour.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Meagen Eisenberg, CMO at Mongo DB, discusses the most important hires every marketing team needs, what B2B marketers can learn from the consumer world, and the must-have marketing technologies for your business.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

When products change rapidly to keep up with an evolving market, how can customer support teams keep up? At the Inside Intercom World Tour last year, Intercom's Customer Support Manager Sabrina Gordon shared best practices for keeping customers happy -- even when you have to say no to their feature requests. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Matrix Partners' David Skok joins the Inside Intercom podcast to discuss why metrics are so important to SaaS companies today, what he looks for in early stage investments and why product-market fit is only one part of the puzzle.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Many teams think product growth will come once they find product market fit. At the Intercom World Tour last year, Group Product Marketing Manager Greg Davis explained why product market fit wouldn't protect you from encroaching competition or guarantee a flood of new customers.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

There was a time when marketing and sales paid little attention to the customer experience. That’s unthinkable today in Sydney Sloan’s universe. An early pioneer of customer marketing, Sydney knows that at the heart of every high growth business are loyal, satisfied customers. Intercom's CMO Alexandra Shapiro chats with Sydney, who recently joined SalesLoft as their first CMO, about mapping the buyer's journey, achieving customer bliss, and much more.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Chatbots have opened a new way for businesses to connect with their customers and automate workflows. We gathered best practices learned from past interviews with Lili Cheng, Ericka Hall, Fergal Reid and Steli Efti to understand how organizations can best use bots alongside sales and support teams, the best ways for customers to interact with bots, and how teams can assess the ROI of using bots.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

It’s tempting to think that all problems with business growth can be solved with a better product or a better go-to-market strategy. But as Intercom has grown, we’ve come to see the truth in what business consultant Jerry Weinberg once said: “No matter how it looks at first, it’s always a people problem.” Intercom's cofounder Des Traynor shares the common people issues he's seen through the years at different stages of company growth. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Jake is a renown UX designer and author best known for creating the design sprint process while he was at Google. In his latest book, Make Time, Jake and his coauthor John Zeratsky explain how the powerful framework behind design sprints can be applied to our everyday work to help us take back control of our schedule and time. Intercom's Director of Brand Design Stewart Scott-Curran talks with Jake about the tools that individuals and teams can use daily to create time for truly purposeful work and collaboration.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

All's well when revenue is growing up and to the right, but what happens when the business misses a sales target? That's when sales and marketing fingerpointing takes place, and constructive partnership grinds to a halt. We brought Intercom's Director of Sales Operations, Jeff Serlin, and Director of Demand Generation, Brian Kotlyar, together to discuss what it takes to create true sales and marketing alignment that prevents fingerpointing and drives meaningful growth.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Product-first thinking has been the north star for many teams when it comes to product development, but it comes with hidden traps as your organization grows -- especially when it comes to marketing. Brian Donohue explains the stumbling blocks that product-first teams commonly run into and the best ways for marketing and product teams to come together as one to build a product that actually gets used. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

When you're starting up, your company story may be all that you've got to convince others that your product matters. At the Inside Intercom World Tour last year, our Head of Platform Partnerships, Jeff Gardner, broke down the elements of great storytelling and explained how leaders could leverage stories to figure out who to hire, shape team performance, and influence product roadmaps.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As your company scales, the tactics and strategy that got you from A to B aren't going to get you from B to C. GV Design Partners Kate Aronowitz and Vanessa Cho joined Intercom's Director of Brand Design Stewart Scott-Curran in the studio to discuss why design executives need to start thinking like business executives and how designers can make their contributions felt.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Business growth unlocks all sorts of good things, but it also introduces increasing complexity. How can leaders manage complexity to keep it from negatively impacting their products and teams? Intercom's Director of Product Design, Emmet Connolly, explains how thinking in systems has helped him manage change effectively.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

When he joined Reddit, VP of Engineering Nick Caldwell's mandate was to grow the team from 35 people to 100. But he had no managers. In this episode, Nick talks with Darragh Curran, VP of Engineering at Intercom, about the hallmarks of excellent engineering leadership and the importance of preserving culture and building trust as a new leader.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.