Hi Rich, thanks for the response. I guess I just found it a bit hard to see the lines between "here's a good strategy" and "here's our strategy". Where you are writing "we have a tiered set of recommendations for who to outsource to", you could add something like "for our developers, ..." or "at Intercom, ..." and it would be much better placed into context.

Otherwise I really enjoyed the article, it resonated well with my own thoughts and vision.