Customer support is about empowering your customers to achieve their desired outcomes with your products and services. The levels of support that are common to B2B software are: Reactive Support Proactive Support Pre-Emptive Support Continued Training Let’s look at these in detail.. Reactive Support Reactive support refers to any support given as a response to…
Setting The customer isn’t set up until they are actively using your product. The goal of this stage is to install the software, onboard your new customers and guide them until they are engaged users. The 3 basic steps are: Installation Onboarding Adoption Let’s look at these in detail… 1. Installation / Integration In enterprise…
The Buyer’s Process The final step in the purchase process falls on the buyer making a purchase decision. The steps include: Consideration Negotiation Purchase Consideration The buyer has now decided to consider your offer. At this stage, they will most likely review your proposal with the goal of gaining the alignment of other internal decision…
The Sales Process Now that you’ve qualified your leads, it’s time to put them through your sales process. The desired outcome of this stage is to get new customers to purchase your products and services. The sales process refers to the actions taken by the account executive to present a company’s offering to a prospective client.…
The goal of this stage is to build a funnel of potential customer leads. These leads will be given to your sales team to pursue and close. The 2 basic steps are: Intelligence: Gathering information on potential leads Qualification: Qualifying those leads against a set of desired criteria Let’s look at these in more detail… Sales…
Offline marketing, or better put ‘traditional marketing’ refers to promotion done through the use of physical or face-to-face channels. Press & Public Relations Press refers to any written promotion of your company’s products and services. The theme here is that people read about your brand in their common channels everyday channels. These channels are useful…
Digital Marketing is the use of digital channels to promote, engage, or connect with your audience. Here are a few digital channels you should leverage when building awareness for your product or service. Social Media Social Media is one of the easiest and richest ways for companies to connect with their audience. Some of the benefits…
The final stage in the product development process is actually building the software. A couple concepts you and your team should be familiar with include: Waterfall, Agile & Scrum Functional Specification Unit Testing Software Development Methodologies Waterfall Methodology Waterfall Model was a traditional development methodology in which final products or systems were built in a…
Once completed your user research, the second stage in the product development process is product design. The 2 steps are: Brainstorming Prototyping (Low & High Fidelity) 1. Brainstorming & Idea Generation At this stage, you and a partner start the creative process by reviewing the written description of your customer’s desired outcome and ideating potential alternative solutions to your…
I sit and think about where I am at this point in my career. I’m 25 years old and I lead an Operations team of 4 at Ubiqua. We install software, provide technical support and maintenance services to Ubiqua’s customers. In the last 2 years at Ubiqua, I’ve worked as a Project Manager, an Account…
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