The #1 job of product teams is to understand the customer. But this is becoming impossible.
We’ve worked with thousands of product teams and see the same trend over and over…
1. We collect more qualitative data about our customers than ever. Call recordings, emails, surveys, community groups, product reviews, etc.
2. That data is fragmented across tools. Gong, Intercom, Slack, SurveyMonkey, G2, App Store, the list goes on.
3. Those tools are owned by disparate functions. Sales, success, support, marketing, research, product.
More Data + More Tools + More Owners = The Feedback Fragmentation Tax
Detailed Thoughts Here → https://lnkd.in/gu3r48pU
There are four types of Feedback Fragmentation Tax product teams incur:
⌚️ The Time Tax ⌚️
Hours hunting across tools, teams repeatedly “discover” insights that already exist, and knowledge gets recreated vs reused.
☎️ The Translation Tax ☎️
More meetings, presentations, etc to share synthesized feedback. Customer stories get stripped of crucial details.
🤔 The Trust Tax 🤔
Every team thinks their slice of the data is the “right” one. Product decisions become political negotiations vs strategic planning.
🏗️ The Technical Debt Tax 🏗️
Dead-weight features persist without clear evidence of value or impact. Valuable eng resources get drained maintaining these features.
This tax gets worse over time. As you scale, you end up with more data, more tools, more owners. This is a problem the product team needs to own solving.
So the question is - how do we put the insights directly in the hands of the builders in the tools they are building in?
I became a big believer that AI could help solve this problem over a year ago. I canvased the category and talked to 10+ teams working on the problem.
By far, the Monterey team of Chun Jiang, Ben Kramer, Cole Hoffer, and Jacob Hubbard was the most thoughtful, fast-acting, and talented team. I feel lucky to have an opportunity to work with them at Reforge.
Together we are building a suite of products to help product teams shift to becoming AI-native. Reforge Insight Analytics is the first. There are three parts to Reforge Insight Analytics:
1. Aggregate - Eliminate the disparate data silos.
2. Analyze - Combine with quant data and use AI to find insights you wouldn’t otherwise.
3. Act - Insights integrated directly in JIRA, Slack, Google Docs, Notion and the tools your team already uses.
Check it out here → https://lnkd.in/gXu4ek9D
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