Support Training Related Topics 
Gainsight
DECEMBER 21, 2022
Many companies have a fragmented set of sites—training, community , documentation, self-service, etc. While not for everyone, many established vendors will combine premium CS with premium support, training, and professional services credits into a recurring value realization offering.
Mironov Consulting
OCTOBER 19, 2022
And at least in public, Engineering and Product leadership need to be shoulder-to-shoulder , actively supporting each other at every turn. (This is doubly true for offshore or remote teams.) That leads to morale issues, lack of context/support from bug creators, and turnover. Transfers
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ProductPlan
APRIL 5, 2022
The first internal group to train is marketing. When training marketing staff on your new or updated product, you have to be clear on the new or updated product and its benefits because marketing will ultimately be the storytellers and message creators for the solution.
Mironov Consulting
SEPTEMBER 22, 2020
Almost without fail, I find that the “maker” side of software companies (developers, designers, product folks, DevOps, tech writers…) and the “go-to-market” side of software companies (sales, marketing, support, customer success.) We spin up outbound marketing/support efforts too early.
ProductPlan
APRIL 5, 2022
The first internal group to train is marketing. When training marketing staff on your new or updated product, you have to be clear on the new or updated product and its benefits because marketing will ultimately be the storytellers and message creators for the solution.
Gainsight
AUGUST 24, 2020
What does a leader of Customer Success, Professional Services, Support, Training, etc. Martin Casado , former entrepreneur and current General Partner at Venture Capital firm Andreessen Horowitz , posted a thoughtful tweetstorm a few weeks ago.
Userpilot
SEPTEMBER 2, 2022
In this article, we’ll look at various customer training tools available on the market. Benefits of customer training software: Improved customer experience and customer satisfaction, better onboarding , reduced time to value , increased customer engagement , etc.
Centercode
AUGUST 7, 2020
Taking shortcuts and cutting corners leads to unpleasant surprises down the road in the form of low star ratings, skyrocketing support costs, and hundreds of RMAs. Decreasing Support Costs. On average, an IT support ticket costs $102; a field support ticket costs $221.
Johanna Rothman
SEPTEMBER 28, 2018
The senior manager has P&L (Profit and Loss) responsibility for the entire product line, including Product Management (for this product line), Customer Support, Training, etc. There might be a “centralized” function for these groups, but all the people developing and supporting this product are in the product line. If you do improve your product with new releases, you can continue with sales and increase support contracts.
ProductPlan
AUGUST 1, 2019
In a world where advertising-supported products, SaaS products with monthly renewals, and free trials are de rigueur, customers don’t have nearly as much incentive to stick around as they used to. Whether they’re called account management, customer service or customer support, this team is integral in nurturing a loyal customer base.
The Product Coalition
MARCH 6, 2019
2 Training & Support B2B products might need a guided tour, more support and service to train the end users of the client organization. It might even entail a dedicated account manager providing in-office training and phone support/demos etc. On the other hand, B2C products need to be so intuitive as to have minimum to null onscreen support. How are consumer and enterprise products intrinsically different?
Gainsight
OCTOBER 31, 2018
CSM Is Like Support: CSM as a Cost of Doing Business. Over time, this cost looks a lot like a Customer Support cost. Given this, CSM as Support lowers Gross Margins. Specifically, they are creating premium “Customer Success Plans” which often including premium support, training, professional services “points,” and advanced Customer Success. I’m reading this fabulous book right now that is perfect for anyone making important decisions— The Book of Why.
The Product Coalition
NOVEMBER 14, 2018
Services (customer support, training, etc.) Marketing collateral (presentations, training materials, sales guides, etc.) Photo by rawpixel on Unsplash Product Managers are one of the top ten careers that are trending right now. People from all different kinds of background are looking to transition into this role, from entry-level grads fresh out of college to workforce veterans looking to pivot in their career.
Intercom, Inc.
OCTOBER 10, 2018
This is even more true in a customer support conversation, so getting your company’s tone just right is incredibly important. At Intercom we strive to maintain a high caliber of customer support, and we do this with a peer review system, where every member of our Support team consistently reviews their teammates’ conversations. Measuring our support. Furthermore, it captured what the support team at the time already knew about how they spoke to customers.
Mind the Product
NOVEMBER 30, 2017
Monitor compliance with the GDPR and other data protection laws, including managing internal data protection activities, advise on data protection impact assessments; train staff and conduct internal audits. They should also be given adequate time and resources to do their job – this may mean extra training, time with the tech team to enforce secure passwords on key systems, and so on. On May 25th 2018 something big is happening which needs your attention.
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