Thoughts on the future of customer support, and the craft of building it.

What a public product roadmap is, when to share one, the columns that work, and how to keep it current without committing to release dates.
Jun 30, 2026
A feature request tracking system: capture requests from every channel, merge duplicates automatically, prioritize by revenue, and close the loop.
Jun 25, 2026

The customer feedback tools worth shortlisting in 2026, grouped by what they do, and how to pick one that turns feedback into shipped product.
Jun 23, 2026

The main types of customer feedback survey, the questions that earn honest answers, timing that lifts response rates, and templates to copy.
Jun 18, 2026