E245 | Shaping Customer Discovery During Active Vs Passive Looking Phases with Ryan Singer

CHURN FM

Today on the show we have Ryan Singer, the founder of Felt Presence and former head of strategy at Basecamp.

In this episode, Ryan shares his experience in evolving the Shape Up framework to better fit diverse team structures and needs.
We then discussed his insights on navigating customer engagement through the concepts of active vs. passive looking.
We wrapped up by discussing how these strategies are applied in real-world scenarios to enhance customer discovery and engagement processes.
Mentioned Resources

• Shape Up
• Felt Presence
• Basecamp
• Hotjar
• Shaping in Real Life
• How to Web Conference
• Bob Moesta
• Demand Side Sales 101
• Four Fits For $100M
• GPT-4

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Chapter

1. E245 | Shaping Customer Discovery During Active Vs Passive Looking Phases with Ryan Singer (00:00:00)

2. Introduction: Ryan Singer’s Journey Post-Basecamp (00:02:16)

3. Adapting the Shape Up Framework to New Team Dynamic (00:03:47)

4. Unpacking Active vs. Passive Customer Looking Phases (00:08:26)

5. Marketing Insights: Transitioning from Product Strategy to Sales (00:15:55)

6. Aligning Product and Engineering with Shape Up During Build Cycles (00:22:24)

7. Evolving Market Demands and the Role of AI in Product Management (00:28:33)

8. Career Paths in Product Management: Technical vs. Strategic Focus (00:35:43)

9. Looking Ahead: Ryan’s Plans and Predictions for 2024 (00:39:32)