What’s a Customer Success Handbook and why it’s important?

Gainsight

That’s why you should consider maintaining a customer success handbook to scale knowledge transfer for new employees and set standards that everyone in your organization can follow to deliver on customer outcomes. What is a customer success handbook?

Announcing our new four-part series on sales – The Sales Handbook

Inside Intercom

Today we’re publishing a brand new, four-part series on sales – The Sales Handbook. The Sales Handbook is here to help. All together, The Sales Handbook provides a fresh take on four themes that are critical for every high-growth business to master: developing a sales strategy, growing your sales team, modern sales techniques and real-time sales. Part one, Developing a Sales Strategy , is available for download right now.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

The Secret Product Management Framework

The Secret PM Handbook

Agile development methodologies. ” video , from my (still in production) Secret Product Manager Handbook series. Let me know in the comments what you think about the Secret Product Manager Handbook. One of the most challenging questions about product management has been – in my experience – “What is Product Management?”. In this post, I share a simple model or framework to answer this question.

The Secret Truth About Your Methodology and Processes

The Secret PM Handbook

Well, an agile approach to development is often good for this. The post The Secret Truth About Your Methodology and Processes appeared first on The Secret Product Manager Handbook. What are your goals? A product organization has three overarching goals: Deliver great value to our customers. Do it quickly, efficiently, and with high quality. Do it better over time. A product organization that achieves those goals is much more likely to be successful.

Agile 183

Product Analytics, Prioritization, and Decision-Making - What We Can Learn from Einstein and Drucker

Speaker: Nils Davis, Principal, NPD Associates

As a Product Manager, a big part of your job will always be to balance which features to develop, and which to scrap. Even when faced with many seemingly great requests, there is only so much time to develop what’s necessary.

Persuasion Tips: Pre-Handle Objections

The Secret PM Handbook

In a recent presentation I was demoing the latest version of a new product that was still in development. By doing this, I avoided later questions about “all the bugs” and also ensured that the audience understood completely where we were in the development process and what we were doing to finish up. And you can find more on objection handling in any handbook on how to sell more effectively, like Dan Pink’s To Sell Is Human.”.

Start Doing These 10 Things Today To Be A Better Product Manager

The Secret PM Handbook

Execs are typically much more interested in higher revenues and profits than they are in development and project management methodologies. Develop reasons and stories of why you chose not to provide those or why customers don’t really get value from them. The post Start Doing These 10 Things Today To Be A Better Product Manager appeared first on The Secret Product Manager Handbook Take Action Today With These Product Management Tips.

Agile 163

3 Simple Steps To Make Your Customer Stories 10x Better

The Secret PM Handbook

The PSR technique is one of their fundamental building blocks for developing resumes and interview skills. The post 3 Simple Steps To Make Your Customer Stories 10x Better appeared first on The Secret Product Manager Handbook. How To Accelerate Sales With Great Storytelling. In my articles about go to market , I always mention the importance of “customer stories.”

Demo 188

People Don’t Buy Capabilities, They Buy Knowledge

The Secret PM Handbook

However, no (or very few) project management/collaboration/development tools actually support retrospectives directly. This guy might have too much knowledge. Knowledge is power. Most of our tools and applications deliver capabilities, but users and buyers are always hoping that what they’re buying is knowledge. Knowledge of how to do the job. How to do the job faster, or with fewer errors, or with better outcomes.

How To Say “No” To A Feature Request

The Secret PM Handbook

For example, you can specify that the project will take two DBAs, three Developers, a Project Manager, and a Business Analyst. For example, some Developers know Java, and some know.Net. No (picture credit at the bottom). Sometimes No Is The Right Answer. Can you talk to me about a time when you had to say no to a customer? Why did you have to say no? How did you handle it?

TEI 290: What product managers must know about Customer Development and Lean Startup – with Steve Blank

Product Innovation Educators

I articulated Customer Development methodology, which says: There are no facts inside your building, so you need to get outside. Customer Development, Agile Engineering, and the Business Model Canvas became the Lean Startup.

To 10x Your Profits Start With Retrospectives

The Secret PM Handbook

Improving the effectiveness of the development team can impact four of those five. The post To 10x Your Profits Start With Retrospectives appeared first on The Secret Product Manager Handbook. 20% is boring. As many of you know, there’s a technique called a “ retrospective ” in scrum, or you might call it a debrief. After each sprint the team spends a short amount of time reviewing what went well, what could be improved, and what they should stop doing.

Agile 174

The Secrets of Highly Successful Products: The Sales Discovery Call

The Secret PM Handbook

Developing Good Discovery Questions. Develop a list of criteria that make a prospect a good candidate for your solution: the types of problems they have, the scale of the problem, and so on. The post The Secrets of Highly Successful Products: The Sales Discovery Call appeared first on The Secret Product Manager Handbook. When the sales team has the right product knowledge, they will be much more successful. Which means they sell a lot more of your product.

Demo 163

Persuasion Tips For Product Managers

The Secret PM Handbook

If you’re asking for funding for a development project, the obstacles will be the risks that you know and the risks you don’t know. The post Persuasion Tips For Product Managers appeared first on The Secret Product Manager Handbook. After a few well-received presentations to senior executives, a few colleagues at my new company asked me, based on the positive effect I got, “Can you give us some tips on persuasion?”.

The Secret Product Management Framework

The Secret PM Handbook

Agile development methodologies. ” video , from my (still in production) Secret Product Manager Handbook series. Let me know in the comments what you think about the Secret Product Manager Handbook. One of the most challenging questions about product management has been – in my experience – “What is Product Management?”. In this post, I share a simple model or framework to answer this question.

This Framework Gives You Product Management Super Powers

The Secret PM Handbook

Of course, a huge amount of our time and energy is taken up in the “solution” area – writing requirements, prioritizing, agile development, roadmaps, working with developers, and ensuring quality. Good Metaphors Improve the Usability Instincts of Your Developers. Product Management Rule of Thumb: Revenue To Developer Ratio Should be About One-to-One. Breakthrough! The Secret Product Management Framework.

How Are You Going to Fix Onboarding?

The Secret PM Handbook

This looks a lot like “ growth hacking ” – “a process of rapid experimentation across marketing channels and product development to identify the most effective, efficient ways to grow a business” – and it’s based on the same set of tools. What would you do with a team of developers and a three month runway? appeared first on The Secret Product Manager Handbook.

How To Talk To Your Executives About Agile

The Secret PM Handbook

This means the development process can start sooner. Make sure your development team understands the value of what they’re working on. Execs are typically much more interested in higher revenues and profits than they are in development and project management methodologies. People have asked me “How can I get my execs to support an agile transformation? They don’t like that they can’t predict anything.”. Reframe the Agile conversation around value.

Agile 199

To 10x Your Profits Start With Retrospectives

The Secret PM Handbook

Improving the effectiveness of the development team can impact four of those five. 20% is boring. As many of you know, there’s a technique called a “ retrospective ” in scrum, or you might call it a debrief. After each sprint the team spends a short amount of time reviewing what went well, what could be improved, and what they should stop doing. The goal is for the team to learn quickly from each sprint.

Agile 188

What Will Product Management Be Like In 5 Years?

The Secret PM Handbook

This is related to the fact that we inherit a lot of our lexicon from IT/internal application development , where the same words often have radically different meanings.). The future is hard to tease out, but here’s what will happen in product management’s future. (CC CC 2.0 by PunkToad). Earlier this year Janna Bastow of ProdPad put out a call for opinions on the future of product management. I quickly responded then. And realized later it would also make a good blog post.

10 Writing Tips For Product Managers

The Secret PM Handbook

For writing that’s targeted toward developers and designers: When writing a spec, make sure the focus is on the problem the customer is experiencing. This will help the developers and designers create better solutions. Tips for writing. (CC CC BY-SA 2.0 by jvleis). I’ve started working on an online course on “writing for product managers.” It will come out in the next few months. In the process, useful tips about writing keep popping up.

This Framework Gives You Product Management Super Powers

The Secret PM Handbook

Of course, a huge amount of our time and energy is taken up in the “solution” area – writing requirements, prioritizing, agile development, roadmaps, working with developers, and ensuring quality. Good Metaphors Improve the Usability Instincts of Your Developers. Product Management Rule of Thumb: Revenue To Developer Ratio Should be About One-to-One. Breakthrough! The Secret Product Management Framework.

How Are You Going to Fix Onboarding?

The Secret PM Handbook

This looks a lot like “ growth hacking ” – “a process of rapid experimentation across marketing channels and product development to identify the most effective, efficient ways to grow a business” – and it’s based on the same set of tools. What would you do with a team of developers and a three month runway? You have a team of engineers and a three month runway – how are you going to fix onboarding?

This Framework Gives You Product Management Super Powers

The Secret PM Handbook

Of course, a huge amount of our time and energy is taken up in the “solution” area – writing requirements, prioritizing, agile development, roadmaps, working with developers, and ensuring quality. Good Metaphors Improve the Usability Instincts of Your Developers. Product Management Rule of Thumb: Revenue To Developer Ratio Should be About One-to-One. Breakthrough! The Secret Product Management Framework.

How To Say “No” To A Feature Request

The Secret PM Handbook

For example, you can specify that the project will take two DBAs, three Developers, a Project Manager, and a Business Analyst. For example, some Developers know Java, and some know.Net. No (picture credit at the bottom). Sometimes No Is The Right Answer. Can you talk to me about a time when you had to say no to a customer? Why did you have to say no? How did you handle it?

How Are You Going to Fix Onboarding?

The Secret PM Handbook

This looks a lot like “ growth hacking ” – “a process of rapid experimentation across marketing channels and product development to identify the most effective, efficient ways to grow a business” – and it’s based on the same set of tools. What would you do with a team of developers and a three month runway? You have a team of engineers and a three month runway – how are you going to fix onboarding?

How To Talk To Your Executives About Agile

The Secret PM Handbook

This means the development process can start sooner. Make sure your development team understands the value of what they’re working on. Execs are typically much more interested in higher revenues and profits than they are in development and project management methodologies. People have asked me “How can I get my execs to support an agile transformation? They don’t like that they can’t predict anything.”. Reframe the Agile conversation around value.

Agile 150

Product Management And Fear – Three More Powerful Creative Blockbusters

The Secret PM Handbook

Suppose you are working on a new feature, but you’re not quite sure how to articulate the user story for the developers. These all help develop the story, and prep for, but do not precisely achieve, getting words on paper. Several years ago I had an article about three powerful tips for getting through a creative block. Although focused toward product managers, the tips were general purpose ways to increase your creative output. Morning pages. Crappy first drafts.

To 10x Your Profits Start With Retrospectives

The Secret PM Handbook

Improving the effectiveness of the development team can impact four of those five. 20% is boring. As many of you know, there’s a technique called a “ retrospective ” in scrum, or you might call it a debrief. After each sprint the team spends a short amount of time reviewing what went well, what could be improved, and what they should stop doing. The goal is for the team to learn quickly from each sprint.

People Don’t Buy Capabilities, They Buy Knowledge

The Secret PM Handbook

However, no (or very few) project management/collaboration/development tools actually support retrospectives directly. This guy might have too much knowledge. Knowledge is power. Most of our tools and applications deliver capabilities, but users and buyers are always hoping that what they’re buying is knowledge. Knowledge of how to do the job. How to do the job faster, or with fewer errors, or with better outcomes.

The Secrets of Highly Successful Sales People: Objection Handling

The Secret PM Handbook

There are three key story types to develop: Stories that show why a particular objection turns out to be not that important to real customers. (“You However, if you have a table stakes feature that you do much better than competitors, develop stories about that one – about how customers are benefiting, or that industry analysts are very impressed with your implementation, and so on. How to use better stories to overcome sales objections.

Demo 88

2016 – More Hardcore Product Management Ahead

The Secret PM Handbook

I will develop a set of these small product management activities to practice, and then determine the forms that the practice will take. And I suspect my skills will be much more developed at the end of the year. Calendar, by Joy (CC 2.0 license). The turning of the calendar itself has no real meaning, but it does give us a chance to reflect on what’s gone before, and what’s ahead. In my last post I reviewed the topics we covered in 2015.

This New Template Helps You Write Better Product Requirements

The Secret PM Handbook

Product managers tell me – and the people managing product managers tell me – that one of their biggest challenges is communicating with the development team. People complain about: Developers being poorly motivated, or having a bad attitude about what you want them to build. Getting the “wrong thing” from the developers – the feature they deliver is not what you had in mind. Our Requirements Are Letting The Developers Down. “Communication” by Joan M.

This New Template Helps You Write Better Product Requirements

The Secret PM Handbook

Product managers tell me – and the people managing product managers tell me – that one of their biggest challenges is communicating with the development team. People complain about: Developers being poorly motivated, or having a bad attitude about what you want them to build. Getting the “wrong thing” from the developers – the feature they deliver is not what you had in mind. Our Requirements Are Letting The Developers Down. “Communication” by Joan M.

The role of user interface and user experience design in video games

TryMyUI

This handbook will help you learn how to create a better video game, by understanding these two aspects of gameplay that are often overlooked by developers. Video games are not just about the game any more.

Seven Questions You Can Ask To Prevent Overengineering

The Product Coalition

It’s not limited to software development either?—?I I credit overengineering for that really complex change management process or that 200 page employee handbook you may have been asked to read. Photo By Robert Bye on Unsplash We all do it.

Scaled Agile – Why? When? How?

Modus Create

There are lots of benefits to being the biggest, including tons of training and certification courses, mature templates, handbooks, and supplemental materials. Agile Software Development Atlassian Agile Agile at Scale Confluence Jira Scaled Agile

Agile 106

How to Use Other People’s Words and Not Plagiarize, Part 2

Johanna Rothman

Writers: buy the Copyright Handbook. MPD writing consulting feedback plagiarism product developmentMany of us writers integrate other people's ideas. Or, we use those ideas as inspiration for our writing. Can we avoid plagiarism and still acknowledge other people's work the right way?

The Top 12 Best Software Engineering Books You Need To Read

PMLesson's Ace the PM Interview

We've compiled a list of the top 12 that all software developers should read. Software development is a massive subject. Needless to say, as technology continues to improve exponentially, so too does the software development process.

TEI 248: Do these things to make your presentations more effective – with Nils Davis

Product Innovation Educators

The author of The Secret Product Manager Handbook , Nils Davis, joins us to discuss his tips for better presentations. Useful links: Nils’s book, The Secret Product Manager Handbook. Thank you for being an Everyday Innovator and learning with me from the successes and failures of product innovators, managers, and developers. The author of The Secret Product Manager Handbook, Nils Davis, joins us to discuss his tips for better presentations.