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Smashing Book #4 — New Perspectives on Web Design by Smashing Magazine

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Supporting Your Product

By Rachel Andrew

Illustration Rachel Andrew

Most of your competition spend their days looking forward to those rare moments when everything goes right. Imagine how much leverage you have if you spend your time maximizing those common moments when it doesn’t.1— Seth Godin

I never intended that technical support would become part of my job. As one of the founders of Perch2 (a self-hosted content management system), however, technical support is one of the most important parts of my day-to-day work. When I talk to other developers about our move from being a service business, developing projects for clients, to becoming a product company, I typically get ...

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