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Managing Resources
Who manages the resources? Coaches? Customer Success? Support? Product? Marketing? Combo plate? Endless possibilities! Remember: the person or group responsible for resources must also have their butt on the line regarding churn and feel the pain of customers when they don’t “get” your app, your documentation, and vent to you about their frustrations. If the…
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Resource For Your Customers
Where I believe freedom is the best for your teammates, I’m not convinced the same logic can be applied to customers. Many times it is certainly true, but one big difference is that customers want to get in, learn what they need, and get on their way. That’s true of all humans, but we as…
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Resources For Your Team
What do resources for your team look like? Many factors exist: perks and benefits of the startup; perks and benefits of the Support team; and resources you and management provide. The biggest resource, I believe, you can provide your team is the freedom to grow and solve problems on their own. With providing everything it’s…
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Storyline Format
I’ve been reading books on winemaking and viticulture and was really struggling through them with all the terms. About 95% of the terms were new to me (background: prior to two months ago, I had brewed several batches of beer with friends and recently three separate apple cider batches by myself, but definitely no winemaking…
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Scaling a Support team?
Scaling is difficult. It’s not easy. There are many resources out there to help calculate exactly how many Support staff you’ll need. The misleading part is that every company is different and incremental improvements are constantly changing those dynamics and relationships. For example, expanding, refining, and properly organizing your knowledge base will drive down conversations — especially…
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Jeff Beaumont 