{"id":14167,"date":"2017-12-20T17:52:23","date_gmt":"2017-12-20T17:52:23","guid":{"rendered":"http:\/\/blog.intercom.com\/?p=14167"},"modified":"2021-12-06T18:48:12","modified_gmt":"2021-12-06T18:48:12","slug":"2017-inside-intercom","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/2017-inside-intercom\/","title":{"rendered":"2017 on Inside Intercom"},"content":{"rendered":"<p class=\"opening_paragraph\">After publishing 230 articles and 3 books, releasing almost 50 podcasts, creating 4 starter kits and supporting a world tour, 2017 is drawing to a close on Inside Intercom, which means it&#8217;s time for our traditional look back at the year.<\/p>\n<p>We published <em>lots<\/em> of new stuff this year \u2013 hardcover books, starter kits, and audio essays to highlight just a few \u2013 but our bread and butter is still great blog posts. We&#8217;re now publishing up to 6 posts a week, and here&#8217;s a selection of some of the more popular ones we added during the year:<\/p>\n<ol>\n<li><a href=\"https:\/\/www.intercom.com\/blog\/the-full-stack-design-system\/\" target=\"_blank\" rel=\"noopener noreferrer\">The full stack design system<\/a><\/li>\n<li><a href=\"https:\/\/www.intercom.com\/blog\/great-product-managers-dont-spend-time-on-solutions\/\" target=\"_blank\" rel=\"noopener noreferrer\">Great PMs don\u2019t spend their time on solutions<\/a><\/li>\n<li><a href=\"https:\/\/www.intercom.com\/blog\/psychological-safety\/\" target=\"_blank\" rel=\"noopener noreferrer\">Engineering a culture of psychological safety<\/a><\/li>\n<li><a href=\"https:\/\/www.intercom.com\/blog\/people-leave-managers-not-companies\/\" target=\"_blank\" rel=\"noopener noreferrer\">People leave managers, not companies. Don&#8217;t let that manager be you.<\/a><\/li>\n<li><a href=\"https:\/\/www.intercom.com\/blog\/minimum-viable-product-design-portfolio\/\" target=\"_blank\" rel=\"noopener noreferrer\">The minimum viable product design portfolio<\/a><\/li>\n<li><a href=\"https:\/\/www.intercom.com\/blog\/applying-systems-thinking-in-product-design\/\" target=\"_blank\" rel=\"noopener noreferrer\">Applying systems thinking in product design<\/a><\/li>\n<li><a href=\"https:\/\/www.intercom.com\/blog\/why-forms-arent-dead-yet\/\" target=\"_blank\" rel=\"noopener noreferrer\">The cult of conversational design and why forms aren\u2019t dead yet<\/a><\/li>\n<li><a href=\"https:\/\/www.intercom.com\/blog\/6-week-cycle-for-product-teams\/\" target=\"_blank\" rel=\"noopener noreferrer\">6 weeks: why it&#8217;s the Goldilocks of product timeframes<\/a><\/li>\n<li><a href=\"https:\/\/www.intercom.com\/blog\/high-impact-one-to-one-meetings\/\" target=\"_blank\" rel=\"noopener noreferrer\">How to run 1:1 meetings that work for 2<\/a><\/li>\n<li><a href=\"https:\/\/www.intercom.com\/blog\/running-design-workshops\/\" target=\"_blank\" rel=\"noopener noreferrer\">Designing workshops that work: getting better at brainstorming<\/a><\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<h2 id=\"the-inside-intercom-podcast\">The Inside Intercom podcast<\/h2>\n<p>Following the success of our relaunched podcast in 2016, we made a commitment to bring listeners a podcast each week this year. Fast forward 52 weeks, and we\u2019ve published 46 original conversations with thought leaders and practitioners in product management, design, marketing, engineering and the business of startups. Among them, we experimented with new formats, like <a href=\"https:\/\/www.intercom.com\/blog\/podcasts\/start-with-human-experience-an-audio-essay-from-james-buckhouse\/\" target=\"_blank\" rel=\"noopener noreferrer\">audio essays<\/a> and <a href=\"https:\/\/www.intercom.com\/blog\/podcasts\/best-practices-in-product\/\" target=\"_blank\" rel=\"noopener noreferrer\">compilations of highlights<\/a>, as well as partnering with our events team for our <a href=\"https:\/\/www.intercom.com\/blog\/podcasts\/metromiles-shaun-clowes-on-activating-and-retaining-users\/\" target=\"_blank\" rel=\"noopener noreferrer\">first live recording<\/a>, during the Dreamforce conference. In total that\u2019s roughly 24 hours of listening material, so for those looking to catch up over the holiday break, <a href=\"https:\/\/intercom.com\/blog\/author\/adamrisman\/\">Adam Risman<\/a>, the editor who fronts our podcast, has selected his favorite episodes from the past year in the playlist below.<\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/w.soundcloud.com\/player\/?url=https%3A\/\/api.soundcloud.com\/playlists\/402202949%3Fsecret_token%3Ds-lQrPd&amp;color=%23390ece&amp;auto_play=false&amp;hide_related=false&amp;show_comments=true&amp;show_user=true&amp;show_reposts=false&amp;show_teaser=true\" width=\"100%\" height=\"450\" frameborder=\"no\" scrolling=\"no\"><\/iframe><\/p>\n<h2 id=\"our-first-audiobook\">Our first audiobook<\/h2>\n<p>In an effort to give you more options and flexibility for how you consume our content and share helpful insights with your teams, we recorded an audio version of our very first hit book, <a href=\"https:\/\/www.intercom.com\/blog\/books\/product-management\">Intercom on Product Management<\/a>. Divided into 9 shorter chapters and released as a podcast series, each lesson is narrated by a member of the Intercom team who actually practices what\u2019s being preached. You can listen to it below, and lookout for more audiobooks and other innovative audio content in the year to come.<\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/w.soundcloud.com\/player\/?url=https%3A\/\/api.soundcloud.com\/playlists\/362776581&amp;color=%23282c74&amp;auto_play=false&amp;hide_related=false&amp;show_comments=true&amp;show_user=true&amp;show_reposts=false&amp;show_teaser=true\" width=\"100%\" height=\"450\" frameborder=\"no\" scrolling=\"no\"><\/iframe><\/p>\n<h2 id=\"expanding-our-bookshelf\">Expanding our bookshelf<\/h2>\n<p>In an increasingly crowded market the only way to stand out from the crowd is to <em>(shock, horror)<\/em> give readers something they\u2019ll actually want to read, <em>writes Intercom books guru <a href=\"https:\/\/intercom.com\/blog\/author\/geoffreykeating\/\">Geoffrey Keating<\/a><\/em>. Over the past year, we\u2019ve found success by trying to ensure our books (digital and physical) reflect the qualities that make print great.<\/p>\n<h3><a href=\"https:\/\/www.intercom.com\/blog\/books\/starting-up\">Intercom on Starting Up<\/a><\/h3>\n<p><img decoding=\"async\" class=\"small\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2017\/04\/Hero_Startingup_Book_v2.png\" alt=\"\" \/><br \/>\nIn June we published our <a href=\"https:\/\/www.intercom.com\/blog\/books\/starting-up\">very first print book<\/a>, an honest take on the mistakes we&#8217;ve made and successes we\u2019ve experienced over the past 6 years of building Intercom. Transitioning from digital to print was a big jump for us as a team (turns out shipping books worldwide is a bit harder than you would imagine). We\u2019re really proud of our digital books, but getting the chance to produce something tangible, something you would be proud to have on your coffee table, pushed us to the next level.<\/p>\n<p>We\u2019ve now sold 15,000 copies (digital and print) of the book, but the most most significant result so far has come in the form of feedback from readers, who\u2019ve been enjoying the book all across the globe.<\/p>\n<div class=\"oembed-wrapper oembed--twitter\">\n<blockquote class=\"twitter-tweet\" data-width=\"500\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\">Thanks for sharing your experiences <a href=\"https:\/\/twitter.com\/eoghan?ref_src=twsrc%5Etfw\">@eoghan<\/a> &amp; <a href=\"https:\/\/twitter.com\/destraynor?ref_src=twsrc%5Etfw\">@destraynor<\/a>. <a href=\"https:\/\/twitter.com\/hashtag\/startups?src=hash&amp;ref_src=twsrc%5Etfw\">#startups<\/a>  <a href=\"https:\/\/twitter.com\/intercom?ref_src=twsrc%5Etfw\">@intercom<\/a> <a href=\"https:\/\/t.co\/4cKgDFFoaq\">pic.twitter.com\/4cKgDFFoaq<\/a><\/p>\n<p>&mdash; Toni Trivkovic (@toni_trivkovic) <a href=\"https:\/\/twitter.com\/toni_trivkovic\/status\/875742407672963072?ref_src=twsrc%5Etfw\">June 16, 2017<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/div>\n<h3><a href=\"https:\/\/www.intercom.com\/blog\/books\/customer-support\">Intercom on Customer Support<\/a><\/h3>\n<p><img decoding=\"async\" class=\"small\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2017\/01\/support_book_blog_hero.jpg\" alt=\"\" \/><br \/>\nYou\u2019re probably familiar with the term \u201ctechnical debt\u201d, but have you heard of \u201ccontent debt\u201d? When you\u2019re lucky enough to work with a company that ships dozens of times a day all year round, that beautiful book you published last year can quickly go out of date. We kicked off this year with a brand new version of <a href=\"https:\/\/www.intercom.com\/blog\/books\/customer-support\">Intercom on Customer Support<\/a>, which addresses the challenges of building and growing a customer support team in a brand new way. As we learn from our own experiences, it\u2019s only fair we pass those lessons on to our readers too.<\/p>\n<h3><a href=\"https:\/\/www.intercom.com\/blog\/books\/customer-engagement\">Intercom on Customer Engagement<\/a><\/h3>\n<p><img decoding=\"async\" class=\"small\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2017\/10\/1710_IntercomOnCustomerEngagement_BlogPost.png\" alt=\"\" \/><br \/>\nGiven that we\u2019ve spent the past 6 years building messaging products, it\u2019s safe to say we know a thing or two about what makes a good message and what makes a bad one. In <a href=\"https:\/\/www.intercom.com\/blog\/books\/customer-engagement\">this book<\/a>, we outline strategies that will make sure every message you send will land at the right place, at the right time, and in an appropriate medium.<\/p>\n<h2 id=\"getting-you-started\">Getting you started<\/h2>\n<p><img decoding=\"async\" class=\"small\" src=\"https:\/\/intercom-origin.pagelyapps.com\/wp-content\/uploads\/2017\/10\/24114659\/Blog-Hero-1968x921.png\" alt=\"\" \/><br \/>\nThis year, we also invested heavily in giving you shorter, more tactical pieces of long-form writing to help your business. If our books are all about telling you why you need to invest in customer support, onboarding, product management etc, our <a href=\"https:\/\/www.intercom.com\/blog\/books\">Starter Kits<\/a> are designed to show you how to kick things off. Based on tried and tested recipes, they provide a step-by-step guide to nurturing users on a free trial and onboarding new signups, all the way through to upselling existing ones.<\/p>\n<p><script async defer src=\"\/\/assets.pinterest.com\/js\/pinit.js\"><\/script><\/p>\n","protected":false},"excerpt":{"rendered":"<p>After publishing 230 articles and 3 books, releasing almost 50 podcasts, creating 4 starter kits and supporting a world tour, 2017 is drawing to a close on Inside Intercom, which means it&#8217;s time for our traditional&hellip;<\/p>\n","protected":false},"author":84,"featured_media":14168,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[4],"tags":[20381],"coauthors":[350],"class_list":["post-14167","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-year-in-review"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>2017 on Inside Intercom - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"This year we published a whopping 230 blog posts, 3 books, 50 podcast episodes, and 4 starter kits. 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