Exploring Customer Support
This course will teach you about the role and importance of the Customer Support function, Net Promoter Score as a measure of customer loyalty, and the Experience Brief as a means of documenting and aligning on a shared vision for Customer Support.
What you'll learn
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.
Table of contents
About the author
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