I’ve abandoned “MVP”

Mironov Consulting

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.

The End of Pre-sales (and Post-sales Too)


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.


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Why Your Entire Company Should Talk with Customers Weekly


Increased appreciation for the work of Support, Success and Sales teams and their ability to deal with challenging situations. engineers creating quick-reply support responses). The team working on Templates frequently responded to support questions or issues associated with the launch.

How to Decrease Beta Testing Costs by 40%


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.

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. 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.

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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. 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?

B2C 60

A Product Manager’s Guide to Building Customer Loyalty


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


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.

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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.

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. 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.