It’s been a while since I wrote here. What a wild ride the last few months have been. I hope everyone is doing well. Excited that the sun is out ☀️ the weather is beautiful 😊 and spring is here 🌱
Posts in: 2021s
You Need to Talk to Your Customers More
One of my favorite “old man” stories to tell my kids is about the computer science department at my university. I’m not really that old, but I am old enough that I remember watching CS majors in the computer lab using the dot matrix printers to print out their coding assignments. (I am old enough that I didn’t have my own computer in college, but then again I was a history major so as long as I had books and pen and paper I was well equipped for my classes.
Recognize Small Victories
One of the hardest parts of the work we do in customer success is, big surprise, dealing with customers. At times this is amazing and very rewarding. At other times it can be the worst. Many support agents and customer success managers end up spending a lot of time with unhappy customers. The day after day grind of work can leave you feeling like all of your customers hate you and your product is trash.
Cleaning Up Documentation
Once a quarter it’s good to take a look at your documentation and other customer-facing resources. The new year is a good time to do a larger evaluation of the direction and scope of your documentation. Here are some questions to think about as you evaluate the state of your docs: Does your documentation facilitate self-service?How good is the search function?Can customers and others submit feedback?If your docs include comments, how is the moderation?