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 75

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

A Product Manager’s Guide to Building Customer Loyalty

ProductPlan

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.

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

GDPR: Who Should be Your Data Protection Officer?

Mind the Product

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.