Everyone is different. Though I’ve found a terrific balance by having the overall Support team split into two crews: Support and Coaches (think storytelling through solving business use cases and retention). Where Support’s focus is responsively to engage customers, Coaches focuses proactively to engage those users less prone to seek out help. Both have theirContinueContinue reading “Support Leadership: Structure of Support?”
Tag Archives: Customer Success
Diversity
I almost refrained from putting this section in here — not because I don’t believe in it, but because it’s seen as the trendy thing to say, whether or not you actually believe it, though feel pressured to affirm it. However, after reflecting on it I realized truth is still truth, not matter if it’s a clichéContinueContinue reading “Diversity”
Support Leadership: How to Hire?
At my company, we believe smart people thrive on freedom. Many companies have lots of great tangible perks, from snacks, equity for full timers, etc. These are all terrific, though we must also ask how much the culture motivates teammates to excel? Is there a connection between this and the ability to scale the companyContinueContinue reading “Support Leadership: How to Hire?”
Support Leadership: How to Lead?
We just wrapped up the series of posts with the philosophical underpinnings of Support. This next set of posts focus on leadership aspects of Support. This is a deeper question than can be addressed in simply a few paragraphs…but to start, here are several characteristics I believe are vital. For a greater view, I recommendContinueContinue reading “Support Leadership: How to Lead?”
Establishing Clarity of Support
In order to lay any foundation, clarity must be deeply rooted. In the case of Support, these attributes must all be clearly outlined. This will impact—improve or stunt—communication, growth, and cohesion of the team. These are questions we all must wrestle with. Below are just a smattering of questions and thoughts all great teams workContinueContinue reading “Establishing Clarity of Support”
Jeff Beaumont 