The text discusses the evolution of Intercom as a product manager, focusing on upmarket companies and enterprise-scale customers. The author emphasizes the importance of understanding customer behavior, building for bigger customers without neglecting smaller ones, and creating products that cater to individual customer needs rather than industry standards. The article highlights three key beliefs at Intercom: customer behavior is more important than company size, building for bigger customers doesn't mean ignoring smaller ones, and building for customers, not competitors' customers. It also shares examples of how Intercom has adapted its product strategy to meet the changing needs of its customers.