In this course, Exploring Customer Support, you’ll learn to appreciate and interact with the Customer Support function from a product management perspective. First, you’ll explore what the purpose, roles and process are related to Customer Support. Next, you’ll discover what a Net Promoter Score (NPS) is and what it means for your product. Finally, you’ll learn how to leverage an Experience Brief to document a vision of Customer Support. When you’re finished with this course, you’ll have the skills and knowledge of the Customer Support function and NPS needed to communicate and align on a Customer Support experience for your product.
Author Name: Tom Rowland
Author Description:
Tom has over 15 years of experience as a product strategist, product manager and product team leader. Starting his career as a technologist, over time he became focused on understanding customer needs and the challenges in driving successful products to market to meet those needs. His formative experience as a product manager at Lucent Technologies and Avaya was during a period of significant technology and business model disruption in the enterprise communications market. He later moved to the … more

Table of Contents

• Course Overview
  1min
• Introducing Customer Support
  2mins
• Discovering Customer Support Team Roles and Responsibilities
  5mins
• Discovering Customer Support Processes
  5mins
• Discovering NPS (Net Promoter Score)
  4mins
• Distilling Three Key Product Management Learnings About Customer Support
  2mins
• Creating an Experience Brief
  6mins