A Measured Attempt to Productize a Culture of Servicing Customers

SUMMARY

In the midst of his consulting with a range of organizations, Peter Merholz framed a competency model with four distinct stages of organizational maturity. While blunt in nature, it’s compelling in its wide coverage of cultures that exist in the business world. A brief review serves as a stark reminder that we must identify our circumstances in order to meet people where they are.

At Karat, I moved quickly to build a team that could deliver on stakeholder-prioritized initiatives. Simultaneously, I discovered an extreme depth of technical debt and a command & control product culture that would impede the delivery of longer-term value via human-centered design.

This is a case study about adaptability, leadership, and as Seth Godin puts it, knowing when to strategically quit.

I’m serious when it comes to protecting intellectual property.

If you have an interest in working with me, please introduce yourself. I’ll be more than
happy to share my password once we’re at a fitting stage in our soon-to-be relationship.

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