Product managers and the whole product

Under10 Playbook

Again requesting information, he was put through to a technical support person, who unfortunately didn’t know much about the product either. The hard part is implementing the decision, not making it.—Guy —Guy Kawasaki.

PREACH – a framework for perfecting your customer support tone

Inside Intercom

This is even more true in a customer support conversation, so getting your company’s tone just right is incredibly important. Measuring our support. Furthermore, it captured what the support team at the time already knew about how they spoke to customers.

Designing an Organization for a Product Approach, Part 2

Johanna Rothman

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. And, we had Marketing and Customer Support people close to us.

Demo 77

Differences between B2B and B2C products

The Product Coalition

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.

B2C 78

Correlation vs. Causation in Customer Success

Gainsight

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. I’m reading this fabulous book right now that is perfect for anyone making important decisions— The Book of Why.

Books 70

Don’t Ask a PM: What’s a typical day as a product manager?

The Product Coalition

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.