Intercom's product principles are a set of fundamental truths that serve as the foundation for behaviors that give Intercom its desired results. These principles guide teams in making good work together, and are not just for onboarding new hires but also help repeat successes and avoid mistakes. The company values principles over process, believing that understanding the intent behind the process allows for more freedom in execution. Great principles are not truisms, but rather guiding ideas that hold up when flipped around. Intercom's R&D principles focus on starting with problems, thinking big, and delivering outcomes, while product design principles emphasize connected systems and opinionated design, and engineering principles prioritize shaping solutions and keeping it simple. By sharing these principles, Intercom hopes to demonstrate their value and help others shape their own.