Some things get better with age. Some great examples of this are wine, cheese, and a well made violin. Other things don’t age so gracefully, like a salmon sitting on your kitchen counter…for a month. Over time, without proper maintenance, your Accounts and Contacts within Salesforce are going to stink, much like that fish.

People move from one company to another constantly. Their title may be Director of IT today and tomorrow it’s VP of IT. These changes are challenging to keep up with. Who do you go to for this information? Many of the lists you purchase for prospecting are already getting stale but to even find out how good the data is, you have to do all the work.

What if Account and Contact updates were fed to you? What if a simple dot of red or green next to each Account and Contact told you how up to date your data is? What if changes to YOUR Accounts and Contacts were proactively pushed into your Chatter feed?  That’s what you get with the new Jigsaw for Salesforce CRM.

You may know Jigsaw as the website where you can go to get the contact information of 22 million people at more than 4 million companies. Now you can get everything in Jigsaw natively within Salesforce.

Every time you look at an Account; every time you look at a Contact, you know if the data you’re looking at is current. Red tells you there’s an update available. Green tells you you’re in sync with Jigsaw.

Now updates to your Accounts and Contacts just roll into Chatter in realtime. You know when updated data is available. You can quickly click right on in, compare what’s in Salesforce and what’s in Jigsaw, accept any changes and save the record.

How clean is your data today? I’m not talking just the rudimentary, “Does it have a phone number or does it have an email address?” kind of questions. Is your data current? Jigsaw for Salesforce CRM comes with built-in analytics to evaluate what you have today and recommend changes. On top of that, could you possibly see a shorter sales cycle and a higher win rate if you had current data? Jigsaw helps you evaluate that with analytics.

Good data in Salesforce means each phone call or email happens right away because your sales team doesn’t have to go out and research such basic information. And how much more effective will they be when they proactively approach their prospect and ask them about that recent promotion? That personal touch  makes them look “in the know” about who they work with.

Pricing for Jigsaw for Salesforce CRM starts at $29 per month per user and is available today. Check out the images below. You can learn more at http://enterprise.jigsaw.com and be sure to follow @Jigsaw on Twitter.

This morning, I discovered a new AppExchange app that quickly became the second-most exciting thing I’ve seen on a Monday morning in quite some time. (The top most exciting thing this morning was trying out my new french press coffee maker at work (shown at right))

The app is called Find Nearby Accounts, Contacts, and Leads and it provides you the means of geolocating all your Accounts, Contacts, and Leads using Google Maps in a completely easy way. The installation took five minutes. Configuration took another ten minutes (really only on account of watching some helpful videos provided right on a setup tab for the app). Soon thereafter, I was geolocating all my records like a mad-man. Well, truthfully, the Geo-code tab took care of that whole thing for me, but it was completely easy, user-friendly, free, and best of all, the end result was a pretty fantastic app.

So what does it do?

You add a few fields to your Page Layouts in Salesforce like “Find Nearby” and “Mapping Status.” If the address has not been mapped before, simply click Locate Account (or Contact or Lead) next to Find Nearby and it will geocode it for you. Then filter your results by whether you want to see Accounts, Contacts or Leads and within what mile range of that initial account. The result set can then be dragged over to the Driving Directions section. There you can quickly order the people and places you need to see and quickly generate Google Maps of how to get from one to another.

For the sake of challenging the system, I selected 16 accounts that I wanted to go see. I didn’t put them in any particular order and literally, 20 seconds later, I had directions for the 1755 mile trek I’d need to take to visit all 16 of those customers.

Another feature within that map is a green plus sign on each Account, Contact, or Lead which quickly helps me create a calendar event to meet with them, right in Salesforce. It couldn’t get much easier.

You can also add a “Map” button to your List View Layout and create a map of any grouping of Accounts, Contacts or Leads that you can find using a List View.

While there were some apps available on the AppExchange before to help you geolocate records and even very nicely get you directions, this is the first time I’ve seen something so deeply integrated, easy to setup and completely free. I kid you not that I was up and running in under 20 minutes. That’s the power of a great set of APIs from both Salesforce and Google. The AppExchange makes it easy to install it, and I have to hand it to Iman, the guy who hosts the six videos showing how to configure and use the features of the app. Iman’s work was not only really useful, but he’s now set a great standard for setup help that I hope other AppExchange partners will use as well.

This app got my mind thinking of all the other things I might want to use this for in the future. Maybe it will spark something with you too. One of the things I appreciate most abou the AppExchange is seeing what others have done and imagining how to take it further with my company. It could be something little or something huge, but it makes me think.

To see the magic, check out these short demos.

A few weeks ago I read a post by Steve Gillmor from Salesforce.com about The Office of the Future which pointed out how high tech (iPad, iPhone, GoToMeeting, Skype) and “low rent” (McDonalds parking lot) the office of the future is for some already.

Last night, I was getting ready to go out for the night to do a video shoot and some post-production work when I stopped to think, “Should I bring my laptop with me?” Only a couple of thoughts later in my mind, I concluded that my office is not just an anywhere office, it’s really at the same time a nowhere office. I headed out the door with only a iPhone in hand, yet I knew that I wouldn’t lose productivity that night on account of the lack of technology I was carrying.

In video post-production, you spend a lot of time designing the look and feel you need for a project, then when it comes to output, you can spend hours waiting for your work to be rendered, encoded and finally published to whatever medium you choose. What can you do while you’re waiting? The answer is be productive on a computer that’s anyone’s.

A majority of the business tools I use every day don’t live on a hard drive. They’re in the cloud so Im not locked to a physical office location, nor even to a specific piece of hardware like a laptop or a network to be productive.

What could I do from the edit bay while my projects were rendering and encoding?

I could into Salesforce.com, send some custom email templates to prospective customers and update opportunities I am working on. I could add publishing and video view analytics from The Salesforce Channel to the custom objects in Salesforce and update my channel performance dashboard.

I could search for, organize, filter, and publish videos for The Salesforce Channel all from a standard web browser. Even all my tag groupings are stored in Google Docs so I wasn’t more than a login away from all that.

I could use HootSuite to look at all my favorite Twitter groups and send updates off to my Facebook profile and Pages as well as LinkedIn and obviously Twitter. Through the browser, HootSuite give me a consistent user interface with the same productivity and immediate connectivity to all my networks. All configurations are stored in the cloud and look the same, no matter where I log in.

I could look for new blog posts and status updates on the most important companies and people I talk to each week using Gist. I don’t need to install any app; I go to the Gist website and all my interactions, whether email, calendar, Facebook or Twitter are stack-ranked by importance on my Gist dashboard.

I could work on a collaborative planning spreadsheet, document, or wiki page using Google Docs and Sites instead of tossing files on flash drives and never-ending email threads with constant revisions.

Truthfully, I was able to do all the above work securely, in the cloud, with need for nothing more than the browser on the Mac Pro I happened to be using while encoding the video. I didn’t need processor power; it happened in the cloud. I didn’t need a flash drive because my files and data were all in the cloud. I didn’t need to install applications or plugins or even use a certain browser. My work just gets done wherever I am. And if I’m in the edit bay or on a friend’s laptop or even at my mom’s house, I can be just as productive because my anywhere nowhere office is all I need.

Can you think of a significant day in the history of software? I’m looking for a day that a single company changed the way millions of people do business and made them more productive. I’m guessing there have been a few; but honestly none of them quickly come to mind. From this point forward though, June 22, 2010 ought to stick in your mind as “The Day the Earth was Chatterized. ”

Salesforce Chatter is a collaboration platform for business that’s as intuitive to use as Facebook, more contextual than email, more alive than SharePoint, and runs on a secure, private, and trusted infrastructure already delivering billions of transactions each week.

From the first public mention of the word “Chatter” by Marc Benioff, the CEO of Salesforce, to the day it went live for 77,300+ customers, only 216 days passed. And in just 125 days, the Chatter private beta went from 100 to more than 5,000 customers. During the beta, more than 100,000 people used Chatter, and polled recently, 90% of them would recommend Chatter to others. Words like “amazing”, “crazy cool”, “fantastic”, and “monstrous win” are how users describe the Chatter experience. That’s impressive for a feature that can be enabled and deployed in under one minute, with just five clicks of the mouse, with nothing to install; no hardware, no software.

The Veil on Salesforce Data Lifted
While Chatter and Salesforce CRM data are both available to everyone with a Salesforce license today, Salesforce revealed a new version of Chatter licensing which helps extend Chatter and even basic Salesforce data to all enterprise employees at a significantly reduced price. This Chatter-only license offers

• Profiles
• Status Updates
• Real Time Feeds
• Content and File Sharing
• Groups
• Ideas
• Read Only Access to Accounts and Contacts
• Limited Access to the Force.com Enterprise Cloud Computing Platform

Priced at $15 per user, per month, Chatter-only users will be able to utilize corporate data like Accounts and Contacts which have previously been completely off-limits without a full-Salesforce license. Additionally, each Chatter-only user is allocated up to 600 MB of storage space for Chatter content sharing while Enterprise and Unlimited Edition users get a storage bump from 500 MB per user to 1 GB. Professional Edition users get 600 MB of content storage.

Not that long ago, a single add-on license for Salesforce Content was $35 per user per month. Now all Salesforce users get Content included in their licensing and Chatter-only users get tremendously more than just Content was, and at less than half that original price.

While Chatter, file, and content collaboration is a great reason to get these new Chatter-only licenses, I can imagine a fair number of them will also be sold for the sheer fact that it allows read-only access to to Accounts and Contacts, some of the key data in any company.

Additionally, organizations will be able to share one custom application from the Force.com platform with their Chatter-only users.

As if adding Chatter to every Salesforce org wasn’t exciting enough, Salesforce also revealed that there are 30 new ChatterExchange apps available today to bring the Chatter add-on ecosystem to 60 apps. While every one of 160,000 customer designed apps are also Chatterized, these new ChatterExchange apps extend the usefulness of Chatter beyond what even Salesforce imagined. The thing I really like about the ChatterExchange is that this ecosystem is only beginning. Developer preview only began 99 days ago and already we see apps to Chatter when conference room lights are turned on, save and rate Chatter, auto-refresh group and individual status updates, bring in outside collaborators through Google Wave, map out where service reps are and reassign them on-the-fly, Chatter analytics and tons more. Considering Dreamforce 10 is still 23 weeks away, we’re going to see some fantastic new Chatter add-ons before the big show.

For information on getting started with Chatter, visit the new Getting Started page at Salesforce. There you’ll find easy to use resources like:

• Admin activation guide
• Sample email template for rolling out Chatter
• Interactive user training
• Use cases for Chatter
• Customer case studies
• FAQs
• Customer testimonials
• Customer survey results

Chatter customers really say it best.

If you follow me on Twitter, it’s hard to miss my regular status updates like,  “21 videos were posted to The Salesforce Channel today,” but what’s that all about? The Salesforce Channel is a website where I curate Salesforce videos from all over the Internet into one place so you don’t have to do the searching. My motto is, “Your single source for Salesforce video.”

I found that while many videos about Salesforce.com exist in large repositories like YouTube, searching for Salesforce-specific videos can be rather daunting and downright difficult. You may find a user or playlist with some videos you like, but how do you look for more? Salesforce embeds many of their videos into sites like their main site and the Community site, yet, there wasn’t a great place for user generated content from administrators, developers, or AppExchange partners anywhere I looked.

The Salesforce Channel is now that one place to find it all. There I collect Salesforce related videos from YouTube, Vimeo, Hulu, eHow, Metacafe, Dailymotion, Howcast and many more sites. I tag them with full names, companies, topics, features and more. I organize them into playlists and groups as well as publish more than a dozen different RSS feeds to help you stay on top of what’s current. (For example, the RSS feed and playlist of 100 videos in Japanese)

The Salesforce Channel, by the numbers

• Videos available in September 2009 – 1,200
• Videos available in May 2010 – 2,731
• Videos “in queue,” yet to be published – 439
• Playlists available – 71
• Unique tags on videos – 5,907
• Videos viewed in April 2010 – 4,485

As you can see, The Salesforce Channel has grown tremendously in the last 8 months and that’s why I need you. Come join The Salesforce Channel Community and take on the role of either a Reviewer or Editor.

A Reviewer watches videos, puts a rating on the best ones and puts comments or reviews on individual videos to add value to the rest of the community. They can also create playlists to further organize videos and even group their favorites.

An Editor helps search for videos, tags them, reviews them, and finally publishes them. As you can tell from the huge addition of videos in the past 8 months as well as the number of videos I have “on deck” waiting to be published, this is where I could really use the help. I’ll provide you with a wiki and help on how to do it all. Joining me this way and helping publish more videos, make them easier to search, better organized, and contributing to the overall Salesforce.com global community would be a fantastic way I’d like to get you involved.

It’s easy to get started

1. Register at The Salesforce Channel
2. Sign up to become an Editor

There’s a lot of video to watch; a lot to curate; and a lot of information, knowledge and education contained in this one site. Please help spread the word about “Your single source for Salesforce video.”

If you come across more videos about Salesforce that you’d like to add, you can submit them one of two ways. Use the Submit page to link to your video or drop the bookmarklet on your browser and simply click it when you’re viewing a video you’d like to add to The Salesforce Channel.

If you’re a developer and have some great ideas on ways to use video from The Salesforce Channel in creative ways, there’s also an API available that we can discuss the possibilities of utilizing. I’d like to brainstorm with you about possible ways to extend the reach and value of these videos. Just email me at jeff<at>crmfyi<dot>com to check it out.

Earlier this year, I wrote about being a hero to your users, and the gist of it was that through social media, you can surround yourself with fantastic people who will make you a hero to your users. I know for a fact that many of you have done extremely heroic things for your Salesforce users and have something that you should share with the rest of us.

The time has come for you to step up and share that spark of brilliance with the global community through the venue of Dreamforce. Right now is your chance to offer up your expertise through a presentation at the next Dreamforce event in December.

To gather all these ideas in one place, the Dreamforce Ideas site is now open. It’s not hard to browse current papers and submit your own.  People will appreciate that you shared what you’ve done. The time is now to step up and submit what you’ve got to share. Papers are being accepted through May 31. As a bonus, if you are chosen to present, conference registration for you, is free.

Step up and share. People like you are what make the Salesforce Community of users, administrators and developers strong. We want to hear from you.

Today’s guest post is by Ed Schlesinger, better known as @studentforcenow on Twitter. Ed is a father and a businessman who has an incredible vision for the possibilities of cloud computing to help higher education. His brainchild, Studentforce is a unique portal for universities which connects students to faculty and administration to everyone. With the announcement of Chatter, Ed immediately saw the amazing potential that Chatter would have on Studentforce and I want you to hear what he’s poured his heart into. Let it spur you on to think of new and deeper uses for Chatter in your daily work and life.

The Higher Ed Cloud

Salesforce.com and its forward thinking management, employees and partners whose efforts have sparked the revolution that is happening NOW; even as I type this response, should be lauded for its accomplishments. However, while having a ‘great’ idea; one that resonates with all of us and becomes just plain common sense should be celebrated, its the execution on that idea that is the true measure of a game changing technological, financial and sociological success that is the shift that benefits us all. That is the true accomplishment salesforce.com can beat its chest about – execution.

In order to reinforce that momentum and truly democratize the availability and use of powerful enterprise class SaaS, studentforce endeavors to place the platform in the hands of those who truly know how it can be used – students. Delivering on Don Tapscott’s 1998 prognostication “… that the most revolutionary force for change is the students themselves. Give children [students] the tools they need and they will be the single most important source of guidance on how to make the schools relevant and effective” is a tall order made possible by the force.com platform; and, more recently, the introduction of Chatter – a secure medium by which students collaborate with one another; faculty do the same; and, each group shares with one another. Student Chatter + Faculty Chatter creates a dimension of conversation and collaboration never before available.

Recently published studies report that faculty (80%) use social medium; and, a growing number (30%) use collaboration tools, available as a service to communicate with their students incorporated into lesson plans. We already know that students (and others) have already enthusiastically embraced social medium and its growth is accelerating throughout the world. But there still exists a disconnect between faculty, students and staff on campus. As the further ‘commercialization’ (by no means a bad thing) of collaboration platforms evolve it seems to be at the expense of PRIVACY. That will inhibit the execution of a great idea. Ironically, security and privacy must be intact so that collaboration and sharing can occur. Think about it – strange; right?

With Chatter layered within the force.com architecture, we now have a platform that is secure; private where necessary; and, holds the promise of exponentially increasing the transfer of ideas …. so the execution of those ideas can occur. Chatter also ” … brings the data alive” by automating the notification of important events as they occur and delivering them specifically relevant to the tasks they are associated with. And its MOBILE; available on my Blackberry, iPhone, iPad and yeah – future mobile devices.

What better audience is there to take a wonderful idea (SaaS + Collaboration + Mobile); effectively executed for businesses, non profits and individuals than those who have grown up using these tools? And, by giving students ” … the tools they need” a generation of productive, knowledge seeking students will be able to execute on the ideas that have not yet been thought of as they become citizens participating in business, teaching and life long learning.

Studentforce Chatter Use Cases

Here are a few possible use cases for Chatter in the Higher Ed space off the top of my head. There are probably many, many more that I have not thought of or have not yet been even considered until Chatter has been deployed among students, faculty and university admins.

• Admissions/student recruiting would be able to identify the ‘right’ fit applicant for the school and engage them through the process. Instead of marketing “TO” the student the school is “ENGAGING” the student applicant through Chatter – all branded with the Universities’ materials
• The boarding process for new admitted students can be accomplished through single sign on and documents, workflow, etc. can be accomplished through an appealing interface with drag and drop (think eSignatures, etc.). There would be a significant return on investment once this is implemented including, but not limited to: postage savings, printed materials, labor to print and send documents from varied departments at the university, reduction in duplication of effort, significant reduction of errors
• Even if Chatter was limited ONLY to engaging students from time to time in an efficient manner retention will be dramatically increased
• Documents, links, events, other information can be shared among user; or, IT designated GROUPS facilitating the transfer of documents, video (‘Lectures On Demand) information securely
• Faculty can distribute assignments to students in their classes and students can submit completed assignments securely; same with grades or any other information between secure groups. This is a DRAMATIC increase from Learning Management Systems (LMS) such as Blackboard. There is a significant ROI for this application as universities will NO LONGER be captive to expensive maintenance contracts from Client Server based systems. With that said universities that have signed long term contracts with these providers can still improve their users’ experience and increase the return on investment of those systems by front ending them with Studentforce equipped with Chatter
• Career services will be able to notify students of specific internship opportunities based upon their interests, major, skills, specific qualifications etc. and students will be able to apply to university partners with drag and drop capabilities. Similarly, companies that hire from Universities through specific programs can have access to the PROFILE available in Chatter through Portal or S2S deployment – again; in a secure manner
• Study Abroad processes will be vastly improved whether it be the student application process where numerous documents are required to be exchanged between students, the home school Study Abroad Office, Scholarship Vendors, Student Loan Vendors, and the Study Abroad school’s admissions, registrar and bursar departments
• Documents, events, can be shared among students who are Freshman, Sophomores, Juniors, Seniors; students who share a major; share an association with a specific school (IT, Arts & Sciences, etc.) and the combinations of those. Therefore ALL Juniors in IT; or ALL Seniors in Arts & Sciences.
• References and recommendations required by hiring companies or graduate schools can be transferred through Chatter
• Financial Aid and other government required documents that require secure transmission (completed tax forms of students that are required by Financial Aid offices; signed Master Agreements for Loans required by banks and government entities, etc.)
• Emergency Notification and unified communication across campus

Ed Schlesinger
Studentforce

The future of business applications is upon us. It’s a world where your data comes alive, those who log into your applications are people, not just users, your team’s past work is leveraged into future solutions and even proactively fed to those who need it, and you truly collaborate with not just your direct coworkers, but people from across the company in a way never before possible. This world is Cloud 2 and it’s not imaginary; it’s the reality that 100+ companies, 3,800+ developers, and Salesforce themselves have been experiencing for the past two months. What makes this future possible is Chatter. It’s the game changer that is quickly becoming the best thing Salesforce has ever developed and will be available to all paid editions of Salesforce sometime this year.

What makes Chatter revolutionary though? Aren’t business apps working just fine the way they are today in small and large organizations alike? Isn’t email collaboration enough? Aren’t portals and knowledge management systems and content repositories and legacy, home-grown apps cutting it? The fundamental ingredient those systems lack is context. On their own, they accomplish something important, but they tend to live in their own disconnected worlds. Though integration appliances and services exist, most companies never get to the point of tying it all together. What those applications lack is connecting people together with their ever-changing data, in the midst of their spreadsheets, documents, and collateral, with one tool as a hub for business. That hub is Cloud 2 and whether you use Customer Relationship Management out-of-the-box from Salesforce or you want to create an application that’s the farthest thing from CRM, Cloud 2 is the platform for it all, and the star of the show is Chatter.

So for the quick purpose of definition, what is Chatter? Chatter is a social layer to business applications that fosters effortless collaboration to get your daily work done. It’s built on a secure, trusted, reliable framework that 72,500+ companies are already using today to run their business. Chatter does not require a server, or software, or even some additional licensing from Salesforce. When it’s ready for release, it will be provisioned immediately to all Salesforce customers for rollout when they’re ready.

A new breed of AppExchange

With the introduction of Cloud 2 comes AppExchange 2 and a new section, the ChatterExchange. Introduced today are 20 Chatter applications built  by Salesforce partners like Appirio, Echosign, FinancialForce.com, Genius.com, ServiceMax, and more. These new apps leverage the power of Chatter’s social layer, using profiles, status updates, and real time feeds to extend their apps directly in front of business users, right in the context of their work. Add to that 15+ more Force.com Labs apps created by the developer community and this amounts to a fantastic start to a new realm of business collaboration. Not only will Chatter be utilized with core CRM functionality, but the ChatterExchange will extend it beyond what many of us even imagine today. Check out the screenshots and video below for some idea of these new ChatterExchange apps and watch the live Cloudforce 2 presentation on April 8 for live demos.

The emphasis on service

You may recall that in 2009, Salesforce put a big emphasis on the fastest growing segment of their business, Service and Support. With the release of Service Cloud 2, we saw how companies could now monitor their brand via Twitter within Salesforce, look to the wisdom of crowds with a solution like Answers, and build public and private knowledgebases that bring solutions to consumers where they tend to look first, the Internet.

Today, Salesforce is expanding the private beta of Chatter from 100 to 500 customers, of which 250 use Service Cloud 2. Early indications from the first beta customers have been overwhelmingly positive in regards to not only the ease of Chatter’s use, but also in improving overall communications and collaboration.

So what will Chatter do to push the Service Cloud envelope? Picture this. A service rep is having trouble reproducing a problem reported by their customer. In the past, escalating that case only notified the rep’s manager so they would help assign more resources to the issue. With Chatter, that escalation can automatically add the product manager, a technical lead,  two subject matter experts, and the rep’s manager as followers of the case and notify them with what’s going on. They’re given a link directly back into the case and they begin resolving it with full visibility to what’s going on within that case via the Chatter feed. Soon the issue is resolved and instead of a slew of emails being typed and sent manually, outside of the context of that case, now everyone is kept in the loop with Chatter. It’s automated, it’s in context, it involved the right people.

I worked in support for an enterprise software company for nine years and I can only imagine how a tool like Chatter could have cut down on our call times, increased quality answers in our knowledgebase, gotten the right people involved with cases early on, eliminated email runaround, and bottom line, led to happier customers and a more profitable bottom line.

To learn more about Cloud 2, be sure to watch the Cloudforce 2 event live from New York City on April 8, at 10 AM EST. The event is free and will be offered as a recorded session later as well. If you write your thoughts about Cloud 2 on Twitter, be sure to use the hashtag #cloud2.

Appirio PSA with Chatter

Chatterbox by FinancialForce.com

ServiceMax for Chatter

Today I discovered a quick little tweak that can make your dashboards make more sense. It’s really simple, yet makes a big impact on reading the data.

When you see dashboard tables with “Record Count” on them, it’s not completely intuitive what kind of records you’re talking about. I found a simple way to relabel that dashboard component with the real label of what it is like Accounts, Contacts, Quotes Generated or whatever your data.

This simple tweak uses the Custom Summary Formulas available in the Report Builder tool to give you the same data as a Record Count would, but it’s with your label.

In the video, I show how you can relabel a dashboard table from Record Count to Contacts. This can be particularly useful when creating new tables with more than two columns and when you create Combination Charts with a line of other data. The Record Count label can be changed to be much more specific which makes your chart more readable.

Try it out and enjoy.

This week I had a chance to write a guest blog post for the Salesforce AppExchange. I chose to write about utilizing networks to become a hero to your Salesforce users.

It’s not hard, it really doesn’t take that much time, and in the beginning, you can even start out by just listening in. No matter your experience level with Salesforce, you’ll gain a lot, just by listening on on some of the channels I mention.

Have a look and I welcome your feedback either here or on the AppExchange blog.

With a network, you don’t need to have all the answers to be a hero to your users.