Episode 258: Treating Internal Tools with Equal Rigor

Nov 26, 2025

Discover the nuances of product management, as Melissa Perri discusses the critical differences and similarities between inbound and outbound products. She highlights how internal tools, like algorithms for insurance claims, can dramatically affect customer experience. The conversation emphasizes the importance of strategy and rigorous processes for all products, regardless of their audience. Internal tools are not just support systems; when mismanaged, they can harm users. Tune in for actionable insights on maximizing value streams effectively!

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INSIGHT

Same Core Process For All Products

Inbound (internal) vs outbound (external) product roles differ mainly by users, not by core process.
Melissa Perri says strategy, discovery, and delivery remain essential for both types of products.

ADVICE

Tailor Tools To Your Audience

Adjust discovery and delivery tools based on whether users are internal or external.
Melissa Perri advises using different testing, release, and stakeholder steps depending on the audience.

INSIGHT

Internal Tools Affect Customers

Internal tools can directly harm customer experience if neglected.
Melissa Perri highlights platform or algorithm failures that cascade to end customers.

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In this episode, Melissa Perri dives into the intricacies of product management with a focus on both inbound and outbound product management. Whether you're working on internal tools or customer-facing products, the strategic processes involved are crucial and similar across the board.

Melissa discusses the importance of having a strategy, discovery, and delivery process in place to maximize the value stream and mitigate risks, regardless of the product's focus. Melissa provides examples of how internal tools, like algorithms for insurance claims or bank teller systems, can significantly impact customer experience. This episode emphasizes that the core principles of product management remain consistent, whether you're dealing with AI product management or traditional product strategies.

Are you a product manager looking to enhance your understanding of both inbound and outbound product management? Tune in to this episode to gain valuable insights into effective product strategies and processes that can be applied to any product type.

You’ll hear us talk about:

1:37 - Understanding Inbound vs Outbound Product Management

Melissa explores the differences and similarities between inbound and outbound product management. She emphasizes the necessity for a strategic approach in both areas, debunking the myth that inbound product management carries less risk.

4:07 - Impact of Internal Tools on Customer Experience

Discussion on how internal tools like bank teller systems and insurance claim algorithms can significantly affect the customer experience. This section highlights the importance of strategic design for internal products.

6:10 - Consistency in Product Management Practices

Melissa stresses that the fundamentals of product management, such as strategy and discovery, remain the same regardless of the product type. She highlights the importance of maintaining a focus on discovery and delivery in AI product management.

Episode resources:

Check our courses: https://productinstitute.com/