At Intercom, people are considered the most important aspect of the company, with profits following as a result if people management is done correctly. The importance of people over product and profit was emphasized by former Netscape CEO Jim Barskdale and popularized by Ben Horowitz in his book "The Hard Thing About Hard Things". Key lessons from helping colleagues publish their insights on this blog have focused on people rather than product, including the idea that all behavior - good and bad - can scale. Face-to-face feedback is crucial for delivering effective feedback, and values are essential for building great products, as they provide a framework for decision-making and ensure that everyone is working towards the same goals. The company's R&D org has shared actionable advice on people management, including the importance of psychological safety in creating high-functioning teams.