Category: CS Operations
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Operationalizing Customer Feedback (NPS/CES/CSAT)
Tons of articles argue whether to use a customer feedback tool or not. There are valid (and not so valid) points on all sides. This article is written assuming you have or are planning to institute some sort of customer feedback. If you’re already an expert but want to see some ways of incorporating surveys, skip down.…
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Measuring Success
Why Measure? Any department must demonstrate how they achieve value at the bottom line. Product, Sales, Support, Customer Success, Finance, Legal — it does not matter. There’s a reason most companies do not have a blacksmith to reshod the company horses. Calculating the value of a department simply must be quantified. To do otherwise is irresponsible to…
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Support as a Product and Me as a Product Manager
What is a project? Can a project have an infinite life — does it necessarily have to have an end date? I’d argue there are a lot more similarities between Product and Support than differences. Many differences are tangible (one person writes more codes, another writes more customer emails) whereas the similarities tend to be undergirding and…
Jeff Beaumont 