The Product Coalition

MARCH 6, 2019

It might be complemented with a general customer support center, however a dedicated account manager for each of 10K clients is not an option. #3 3 Onboarding B2B products might need to be deployed as its own mini-project for each enterprise client. B2C products on the other hand do not require dedicated hand-holding.

B2C 60

B2C B2B Customer Experience Enterprise 60

Gainsight

AUGUST 24, 2020

What does a leader of Customer Success, Professional Services, Support, Training, etc. Just a week earlier, David Sakamoto , Vice President of Customer Success at GitLab, had a similar thought from the “post-sales” perspective: I’ve written about this quandary in the past. use as a title ? What’s In a Name?

Customer Experience 64

Customer Experience Technical Review Software Review Definition 64

Centercode

AUGUST 7, 2020

That means fewer show-stopping issues — and less damage control for your support team. Beef up your self-help documentation, support training, and videos with step-by-step processes and specific use cases from real-world customer testers. Setting up your self-help resources. What about the bugs you can’t fix?

User Testing 78

User Testing Product Research Testing Reporting Tools 78

The Product Coalition

NOVEMBER 14, 2018

Services (customer support, training, etc.) Engineers (software engineers, quality assurance engineers, etc.) Marketing (product, social, brand, communications, etc.) Sales (pre-sales, sales, account management, etc.) Finance (pricing, revenue, etc.)

Product Management 60

Product Management Product Manager Product Research Management 60

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. Again, I am not saying this is the only way a product organization would look, but this is a possibility.

Weak Development Team 66

Weak Development Team Agile Demo Customer Experience 66

Gainsight

OCTOBER 31, 2018

Specifically, they are creating premium “Customer Success Plans” which often including premium support, training, professional services “points,” and advanced Customer Success. Many companies are trying to break the logjam of budgeting by self-funding CS out of their own pockets.

User Testing 61

User Testing Customer Experience Product Research Testing 61

Userpilot

SEPTEMBER 2, 2022

But before then, the features below are a must-have for any customer training software: Contextual in-app guidance. Multimedia content support. Training progress tracking and analytics. Supplemental live training options. Multi-language support and localization. On-demand, self-serve resource center.

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools User Testing 98

Amplitude

JANUARY 27, 2021

Support training and onboarding. Create and conduct more customized onboarding and training experiences. Observe them using your product, if relevant. Conduct persona interviews. Interview those who align with your target customer persona (non-customers) to better understand their needs.

User Testing 90

User Testing Customer Feedback Customer Experience Onboarding KPIs 90

Mind the Product

NOVEMBER 30, 2017

If you choose an employee you are legally obliged to give them support, training and resources, and you should give them time to do their job. I would recommend you do the following: Choose a data protection officer. This can be an existing employee, or you can hire an external consultant.

Data Visualization 83

Data Visualization Technical Review Customer Experience Reporting Tools 83

ProductPlan

AUGUST 1, 2019

Building out a robust and effective onboarding program is critical to fostering customer loyalty as it provides the right amount of education, support, and prompting to get new users engaged and realizing the full value proposition as quickly as possible.

Onboarding KPIs 64

Onboarding KPIs Customer Experience Product Research Analytic Tools 64