Exploring Customer Support

by Tom Rowland

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

Course Overview
Introducing Customer Support
Discovering Customer Support Team Roles and Responsibilities
Discovering Customer Support Processes
Discovering NPS (Net Promoter Score)
Distilling Three Key Product Management Learnings About Customer Support

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

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