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

DECEMBER 21, 2022

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. “Digital hubs” will bring the experience together and facilitate easier collaboration with clients. Monetization. Outcomes Focus.

Data Visualization 52

Data Visualization Customer Experience Support Training Document 52

ProductPlan

APRIL 5, 2022

Support’s training must therefore delve into far more detail. In the support training, the subject matter can extend into technical details. Building up a knowledge base and FAQ helps the support team out, so they have a quick reference. Over time, the most common support issues will have corresponding responses.

Product launches 52

Product launches Onboarding KPIs Feedback Software Research Software 52

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 65

Weak Development Team Agile Support Training Finance 65

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 User Testing Finance 60

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 91

User Testing Customer Feedback Customer Experience Data Visualization 91

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 Support Training Product Research 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 Education 98

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.

Customer Experience 76

Customer Experience Onboarding KPIs Analytic Tools Data Visualization 76

Userpilot

JUNE 23, 2024

Main Reasons : Varying levels of support training. Different support team structures. Solution : Start by providing consistent training and resources to service reps across all platforms. So, a chatbot might not offer much help but an email ends up providing effective customer service problem-solving.

Customer Experience 52

Customer Experience User Testing Feedback Software Customer Feedback 52

Intercom, Inc.

OCTOBER 10, 2018

Take this opportunity to really connect with your customers, and if you wouldn’t say the words in a “normal” spoken interaction, don’t say them in a support conversation. In our customer support training sessions to introduce new teammates to the Intercom customer support organization as a whole, we include a lesson on PREACH.

Framework 191

Framework Customer Experience Systems Review Support Training 191

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?

Technical Review 64

Technical Review Customer Experience Software Review Support Training 64