The Five Pillars of Product Delivery at Intercom

We strive to deliver outcomes as well as outputs for our customers. We instrument our product by tracking specific events of interest, along with additional contexts about those events. Once a feature is released, it's natural to feel a pull towards the next thing on the road. These more focused principles allow us to stay alined on more detailed, function specific aspects of product building. But in the end, driving great customer outcomes while ignoring business outcomes doesn't make a successful company.