Why Support Isn’t a Department—It’s a Design Input

Why Support Isn’t a Department—It’s a Design Input

10 minWearing multiple hats at a startup isn’t new. Small teams competing against fully staffed companies have no choice but to embrace the age-old corporate adage: “Do more with less.” In my case, that has meant serving as both project manager and customer support. And after nearly two years in both roles, I can confidently say:…

Building clubcloud: What I’ve Learned About Product, Prioritization, and Patience

Building clubcloud: What I’ve Learned About Product, Prioritization, and Patience

20 minIf you told someone you’re building a B2B2C SaaS company with a small team—and that you have to be feature-complete just to get your first customer—they’d probably tell you to reconsider. If you told them you’re building a platform to solve a real, industry-wide problem in a space you’ve lived and breathed since age 12,…