TL; DR: Engineers in Customer Support — Food for Agile Thought #458
Welcome to the 458th edition of the Food for Agile Thought newsletter, shared with 42,762 peers. This week, Ian Vanagas advocates involving engineers in customer support to boost product quality through faster feedback and ownership. Maarten Dalmijn identifies six common pitfalls in using spikes in Agile, and Jamil Zaki warns that workplace cynicism diminishes success, while Joost Minnaar attributes Enterprise’s success to decentralization and a customer-centric approach. Lastly, Andy Cleff emphasizes the importance of leadership virtues—courage, resilience, alliances, gratitude, and vulnerability—in driving continuous improvement and change.
Next, Gregor Ojstersek and Robert Ta provide engineers with strategies to convince Product Managers to prioritize technical debt by aligning it with business goals. Aakash Gupta and Jason Knight shed light on the complexities of B2B product management, stressing the need for PMs to balance revenue-driven features and broader strategic influence, and Aatir Abdul Rauf identifies 15 crucial mistakes to avoid during product launches. Moreover, Yuri Berchenko offers guidance on optimizing subscription product pricing through regular adjustments and customer segmentation.
Lastly, Domenic Edwards presents a detailed list of essential Product Manager tasks, adaptable to any organization’s needs. Dirk Lässig offers strategies for managing “evil dependencies” in software development, focusing on minimization, mitigation, and coordination, and Gustavo Razzetti explains how teams can rapidly build trust by fostering transparency and clarity. Also, Mario Caropreso stresses the need to balance operational excellence with project delivery. Finally, Michael H. Goitein advocates shifting from a “waiter” mindset to a “doctor” approach in product development, emphasizing user-focused continuous discovery.
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🏆 The Tip of the Week: Engineers in Customer Support
(via PostHog): Doing Support Makes You a Better Engineer
Ian Vanagas argues that involving engineers in customer support improves product quality and development by creating faster feedback loops, encouraging full-cycle ownership, and fostering continuous improvements.
🍋 Lemon of the Week
(via Medium): Beyond Agile and Scrum: Great Leadership Matters More Than Methodology
The author’s article misses the mark, blaming Scrum for poor performance while ignoring how Agile empowers teams. His rant against structure reveals a profound misunderstanding of Scrum’s true purpose.
➿ Agile & Scrum
: 6 Common Mistakes When Using Spikes
Maarten Dalmijn discusses the proper use of spikes in Agile, highlighting six common mistakes, such as unclear outcomes, overuse, and performing spikes too early, which can undermine their effectiveness.
(via Harvard Business Review): Why Cynics Are Less Likely to Succeed
Jamil Zaki explains that cynicism in the workplace hinders success, leading to lower earnings, reduced job satisfaction, and fewer leadership opportunities, while fostering trust and collaboration can unlock more significant achievements.
(via Corporate Rebels): Profit Through People: The Enterprise Model of Decentralization and Extreme Customer Care
Joost Minnaar highlights Enterprise’s success through decentralization, entrepreneurship training, rigorous customer service tracking, and linking employee compensation to customer satisfaction, demonstrating how these strategies drive profit and long-term customer loyalty.
: 5 Essential Leadership Virtues for Change & Continuous Improvement
Andy Cleff reflects on five essential leadership virtues—courage, resilience, alliances, gratitude, and vulnerability—highlighting their interconnectedness and importance for driving change and continuous organizational improvement.
🖥 💯 🇬🇧 Advanced Professional Scrum Master Training w/ PSM II Certificate — October 15-16, 2024
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🎯 Product
: Engineer’s guide to convincing your Product Manager to prioritize technical debt
Gregor Ojstersek and Robert Ta offer a guide for engineers to convince Product Managers to prioritize technical debt by aligning it with business strategy, quantifying its impact, and proposing clear, value-driven solutions.
and : 🎙 Dealing with the Messy Reality of B2B Product Management
Aakash Gupta and Jason Knight discuss the messy reality of B2B product management, emphasizing the challenges of balancing revenue-driven features, complex planning, and the need for PMs to influence strategy beyond the product team.
: 15 mistakes PMs & PMMs need to avoid for better product launches
Aatir Abdul Rauf highlights 15 common mistakes product managers and marketers must avoid to ensure successful product launches, from validating messaging with customers to aligning teams and refining pricing strategies.
(via Mind The Product): How to price your subscription product: insights and examples
Yuri Berchenko outlines strategies for pricing subscription products, emphasizing the importance of regular price adjustments, understanding customer segments, and choosing the suitable pricing model to maximize revenue.
📯 You Don’t Get Paid to Practice Scrum
Scrum is just a tool; your job is to solve real customer problems and deliver value. Stop focusing on perfecting frameworks and start prioritizing outcomes that matter. It’s time to reassess what truly drives your success, particularly given the challenging business environment.
Learn more: You Don’t Get Paid to Practice Scrum.
🛠 Concepts, Tools & Measuring
(via ProdPad): The Complete List of Product Manager Tasks
Domenic Edwards provides a comprehensive list of essential Product Manager tasks, highlighting the diverse roles and responsibilities that can be tailored to meet the unique needs of any organization.
(via ThoughtWorks): How to tame evil dependencies
Dirk Lässig discusses strategies to manage “evil dependencies” in software development, emphasizing the importance of minimizing, mitigating, and coordinating dependencies to reduce risks and improve team performance and product delivery.
: How to Build Swift Trust
Gustavo Razzetti explains how teams can quickly build trust by assuming positive intent, fostering transparency, clarifying roles, and focusing on action. This leads to faster collaboration and improved outcomes.
(via Medium): The Map is not the Territory: How to balance Operational Excellence
Mario Caropreso emphasizes the importance of balancing operational excellence with project delivery, urging leaders to empower teams, focus on customer experience, and demonstrate commitment to operational metrics to ensure sustainable success.
🎶 Encore
(via Medium): Stakeholder Wants vs. User Needs: Why Following Orders Creates Bad Product
Michael H. Goitein emphasizes shifting from a “waiter” mindset—mindlessly following stakeholder orders—to a “doctor” approach, focusing on user needs through continuous discovery to build successful products.
📅 Scrum Training & Event Schedule
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📺 Join 6,000-plus Agile Peers on Youtube
Now available on the Age-of-Product Youtube channel to improve learning, for example, about Engineers in Customer Support:
- Hands-on Agile 62: From Backlog Manager to Product Manager with David Pereira.
- Hands-on Agile 61: Toyota Kata Coaching for Agile Teams & Transformations with Fortune Buchholtz.
- Hands-on Agile 59: Tackling Fake Agility with Johanna Rothman.
- Hands-on Agile 57: Humble Planning with Maarten Dalmijn.
- Hands-on Agile 53: An Agile Coaches Guide to Storytelling with Bob Galen.
- Hands-on Agile EXTRA: How Elon Musk Would Run YOUR Business with Joe Justice.
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Help your team to learn about Engineers in Customer Support by pointing them to the free Scrum Anti-Patterns Guide: