PRODUCT 2.0
Focus & Refine
Our range of work types is broad and, as a result, our product remains difficult to define, market, and sell in a consistent manner
OUR CHALLENGES
1. PRODUCT
2. MANAGEMENT
We have not ALWAYS defined (or enforced) clear and replicable management best practices, and our toolsets are complex and difficult to master
3. EXPERIENCE
From sales & onboarding to service & management: our customer experience is inconsistent and varies from client to client
BUT WAIT!
We have worked on all these challenges.
We all work our butts off.
We've had success and we have plenty of happy customers!
TOUCHé
But... we still have these core challenges and are now in a great position to solve them and step up our game.
OUR GOALS
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A refined and focused product (core service)
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A SIMPLE AND EFFECTIVE MANAGEMENT PLAYBOOK
-
A CONSISTENT & REMARKABLE CUSTOMER EXPERIENCE
OUR VISION
Enough Fluff
What needs to get done ?
Defining the product
Sales process revamp
Onboarding revamp
Billing revamp
Recommended partner solutions
PRODUCT
Employee handbook
Basic management rules & principles
Service flow revamp
Ticket management revamp
Updated roles & responsibilities
Connectwise review & reassessment
MANAGEMENT
Customer dashboard
Customer help center
Customer feedback
Customer experience metrics
Feedback-based iteration cycles
WhatArmy culture initiatives
EXPERIENCE
THAT'S A LOT
BUT We're Starting With this:
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Basic Management Rules & Principles
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DEFINING THE PRODUCT
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CONNECTWISE REVIEW
ONWARD
Product 2.0
By Philipp Walzer
