We completed a slew of milestones this week.
by Ian Paterson- Refactored our SSL certs, completing all items in our "Stabilize" theme
- Transferred the very last accounts over from seller, completing our "Transition" theme
- Cleared out the support queue - Inbox Zero!
- Completed 2-year audit of customer cancellation reasons ("churn reason analysis.")
- Setup Google Optimizely & have 1st experiment running
We're now 50% complete our integration plan. As a reminder, our 5 themes were:
✓ Transition
✓ Stablize
👉Instrument & Deep Dive
☐ Optimize
☐ Experiment & Steady State
A NOTE ON TRANSITION
Knowledge transfer has been an important element in taking over from the previous owner. This includes the obvious technical aspects
- How to restart services
- Known product issues
Beyond that, it's proven very helpful to focus on the "why" of certain product and marketing decisions:
- why prioritize one feature over another
- why focus on email builder vs email sending as core product * functionality
Some possible reasons "why" a (potentially obvious) could include:
- "Hadn't gotten around to it",
- "Didn't have the right skills/resources to accomplish it",
- "Not enough hours of the day",
- "Look, Game of Thrones was on and it was a cultural touch stone and..."
All good reasons for doing it now.
On the other hand, if the reason a feature hadn't been added was "We tried that, it led to a negative outcome", that's a different story.
It's always easy to plow in to a new situation, assume everyone who came before you was an idiot, and go do the "obvious" thing. It's a lot more nuanced once you get into the weeds...
