The Weekly Review

by Chris Bowler

This post from Intercom is a little older (although you may not know it, seeing as they’ve removed dates from their posts), but highlights a lot of foundational concepts for someone focused on customer success.

One of the fundamental challenges of teaching is the fact that not every student learns in the same way or at the same pace.

There are not many things I enjoy more than coming up with a high level plan to educate customers and make them successful.

But it’s easy to read a post like this in 5 minutes and gloss over the amount of work. Creating screencasts takes a lot of time. Learning to nail a demo process requires repetition. And creating full blown, well written, detailed help material (help docs, guides etc) is a massive effort, involving writers, designers, and success/support staff.
All of this is worth the effort … but be realistic in your planning. A good success function can take months to put in place.