5 Ways To Radically Reinvent Product Help for a Competitive Edge

November 30th, 2012 | | Customer Experience Strategy, Featured Post, MindTouch, Product, Product Help, TCS Features
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Let’s assume that product documentation and support is a major pain point at your company (for most, it is). The first step is to fix it by looking at it from the outside-in. In other words, what would you do differently if you really measured the usefulness and accessibility of your documentation from your customers’ perspective? For example, why can’t they search your documentation for the answers they need? Why can’t they easily let you know whether or not they found what they were looking for? Why can’t they use your documentation to do more than find answers, but to learn and enhance their product expertise?

Solutions to address these questions may seem costly and burdensome at first, but by staying ahead of disruptive social trends and creating cutting edge innovations, MindTouch provides cost effective tools any company can use to effectively–and profitably–turn traditional approaches to product documentation and support upside-down. Let’s take a look at what product documentation and support at your company could look like.

Imagine how you could delight your customers and leapfrog your competition if. . .

  • Your customers could access a powerful search engine dedicated to helping them quickly and easily find the most relevant information from the most credible source (your company, not a 3rd party forum).
  • Your software users could access product help when and where they need it without having to leave your application.
  • Your customers could easily provide feedback and ask a question directly from within your documentation rather than having to email you or waiting on hold for a support agent.
  • You connected every piece of product documentation customers used to an analytical service that could more quickly diagnose product and documentation problems and quickly offer customers relevant guidance.
  • You could eliminate documentation silos and distribute the latest, most up to date, documentation internally so that all product information was instantly accessible to any customer-facing employee.

With MindTouch you can!

Adaptive Search MindTouch includes a powerful search engine that indexes articles, comments and even the contents of file attachments. We call it adaptive because MindTouch learns from user interactions and continues to get better as your users score content, visit, click and interact with pages. No work on your part – just let MindTouch do its job. Site admins have access to tools for analyzing search, manipulating and specifying recommended results.

 

 

F1 Help Button: Contextual Help System In just minutes you can add a contextual help system powered by MindTouch to your web applications. This allows your users to receive screen or field level contextually relevant help within your applications. Because MindTouch automatically relates content your users will get answers to their questions and be recommended content that will help them develop their expertise even further.

 

 

Feedback Tools MindTouch offers page and search result scoring and feedback mechanisms. Scoring impacts the adaptive search and informs behavioral analytics. Also, user feedback can open a support ticket in your current ticketing system via email and MindTouch will email the appropriate author or editor who can respond directly to the user’s feedback.

 

 

Analytics These powerful reports were designed to inform content strategy: which articles need to be written or improved. Reviewing user search patterns will also help product, marketing and sales teams. Marketers and content strategists value the ability to tactically execute on search engine optimization (SEO) strategy. Support and product leaders rely on these reports to identify hot-spots.

 

 

 

 

 

 

 

 

 

 

CRM/Ticketing Integration.  MindTouch plugs into pretty much any support ticketing system. Support agents will receive real-time search results from MindTouch. Agents can drag and drop relevant articles and click send. Your users will get the best possible solution, will know where to return to self serve and with auto-related articles they will develop their product expertise. Agents can also publish to MindTouch with a click.

 

 

 

With these capabilities, companies in every industry have improved their customers’ brand and product experience while significantly reducing documentation and support costs.

To learn more about how MindTouch can help your company get a competitive edge, gain valuable insight into your customers’ sense of product satisfaction and improve your customers’ experience: click here.

Social Product Help: Building Trust Across the Social Landscape

November 8th, 2012 | | Customer Experience Strategy, Featured Post
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The impact and reach of the social media landscape is forever changing and buyers as well as industry reviewers are relying more and more upon social media to get a fix on the products and services most likely to offer the best experience.

There is no question that Twitter and Facebook have put tremendous power in the hands of consumers, giving everyone a digital soapbox to broadcast their thoughts and feelings to the world at large. In the pre- and contemporary digital age, word of mouth is considered the best advertising and with the vast social media landscape at play, word gets around pretty fast. But consumer behavior is changing as social media continue to grow and mature.

According to the GlobalWebIndex Annual Report for 2011, a dramatic surge is underway in how consumers use social media. Instead of creating unique content, social media users are sharing professionally created content more and more in their social networks, video sharing platforms and blogs. Furthermore, 50% of users worldwide reported an increase in their trust of contacts on social networks. This same group reported a 21% increase in trust for industry expert blog sites.

Much of this trend is also borne out in Edelman’s 2011 Trust Barometer which indicates a slight trust decline in non-professional social peers and a significant rise in trust for professional peers and industry experts on social networks.

What does this mean for your company and the ways in which you protect and enhance your brand’s reputation?

Well, trust is no longer a commodity that is acquired, rather a benefit that is bestowed, earned through action, reinforced by integrity, transparency and engagement. Your business has the opportunity to build lasting pillars of trust if you’re willing to commit to a strategy that brings value to your users and invests in their success and happiness with your product. For today’s socially savvy buyer and your trusted industry reviewers, a new level of transparency on capabilities, product documentation and support capabilities is essential to move the ‘trust needle’ forward and inspire entry into your sales process.

Lastly, your strategy must build and maintain reliable channels of engagement with your buyer before and after the sale. Among the keystones of any strategy along these lines is the implementation of socially enabled product help. Solutions, such as those provided by MindTouch, are invaluable not only because they provide the best means of supporting the success of your customers, but they also provide essential transparency into the true value and key benefits of your products and importantly signals your commitment to a great customer experience to potential buyers and industry peer reviewers while also creating multi-channel lanes of engagement with your company for those looking for more quality or functionality than the current product they’re using or for those current customers who need a little help. Engagement bestows trust.

This is how brands like Autodesk, HTC, SuccessFactors, HP Palm, PayPal and many more have become among the most trusted brands in the world.

Serenic Taps MindTouch to Create Better Product Help Experiences, Increased Brand Value and Competitiveness

November 1st, 2012 | | Customer, Customer Experience Strategy

Serenic Corporation is a leading international software developer that publishes mission-critical software products for non-profit organizations, educational institutions, and governments. Serenic specializes in integrated financial management and human capital management software solutions. The company’s products are based on Microsoft technology platforms and are distributed worldwide.

Among the reasons that Serenic leads the pack in their space is not only their rapid pace of innovation toward meeting their customers’ evolving needs, it’s their keen awareness of the necessity to provide the best possible experience with their products. Toward that end, Serenic invested in improving a keystone in the customer experience…their product help.

Serenic creates many different software products, and each of those solutions requires its own help documentation. Serenic was previously using RoboHelp to create this documentation and Microsoft Compiled Help to distribute the documentation to users. However, creating, maintaining and updating and distributing user documentation was cumbersome and time consuming and behind the curve of their pace of innovation, and they needed more agile tools to create and publish product documentation and better mechanisms for keeping their customers’ needs in focus. So they turned to MindTouch.

Now, with the new MindTouch system in place, Serenic has created a new cloud-based help site that enables all customers and support staff to have instant access to the most up-to-date documentation online, all in one centralized location. And with best-in-class search funcationality from MindTouch everyone can quickly find the information they need about any given Serenic software product. Going beyond simple searches, the MindTouch solution also automatically generates links to related help topics, leading users to answers faster and expanding product expertise among their users. Furthermore, Serenic now has its’ finger on the pulse of their documentation with robust MindTouch analytics, giving them insight into what their users are looking for, if they’re finding it, and what documents are working and which need to be improved,

Serenic’s new MindTouch-powered help site also serves as a knowledge exchange tool. Serenic employees have written new troubleshooting documentation, created a new knowledge base with informational articles, and filmed new how-to videos for their users, greatly expanding the limited help offerings that were previously available. The MindTouch system also provides a simple way for Serenic to distribute the content directly to users. In addition, MindTouch is a social solution, enabling multi-channel interchange around their documentation within the company and facilitating users to provide feedback and engage with Serenic inside their product help model.

By leveraging MindTouch to make creating and publishing product help easier for them and more discoverable and engaging for their users, Serenic has increased the value of their brand and strengthened their dominant position among their competitors who have failed to make the investment in the product help experience.

To read more about Serenic’s success using MindTouch, you can get a free copy of their case study from the MindTouch Resource Center.

RightScale’s Investment in MindTouch Powered Product Help Pays Off

October 23rd, 2012 | | Customer, Featured Post
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“MindTouch gave us greater management of our knowledge base and helped us to achieve our business goals.” - Dean Onishi, Communications Manager RightScale

RightScale has been a pioneer and leader in cloud computing management since 2006. RightScale cloud management enables organizations to easily deploy and manage business-critical applications across public, private, and hybrid clouds. RightScale provides efficient configuration, monitoring, automation, and governance of cloud computing infrastructure and applications. Millions of servers have been launched with the RightScale solution by leading enterprises including the Associated Press, CBS Interactive, Intercontinental Hotels Group, PBS, and Zynga.

RightScale offers a powerful, yet complex and highly technical product which has undergone a rapid pace of innovation and improvement fueled in no small part by their agile development process and world class product team.

Why did RightScale turn to MindTouch?

First, they recognized the need for an efficient and effective communication and learning environment for their users. Second, RightScale needed a documentation authoring and publishing tool that works the way modern product and documentation teams execute. They needed a tool to produce and update product documentation that kept pace with their high capacity to innovate. Third, they wanted to do more than just push documentation at their users, RightScale wanted to develop a customer engagement channel around their product documentation and help site.

With MindTouch, RightScale achieved all their goals and realized some other key benefits as well:

Formerly, RightScale users often submitted support tickets for fairly common questions. By enabling their customers to self-support through their MindTouch powered site, RightScale immediately enjoyed a reduction in tickets and consequently lowered support costs. And for those users who need a little extra help, the social tools included in MindTouch helps RightScale engage their users at those critical moments when they need help-boosting their customer experience value and lowering churn.

Furthermore, the quality of documentation has been improved by RightScale’s use of MindTouch. MindTouch effectively expands product documentation out static product and techcomm silos, and opens it up to subject matter experts from across the enterprise and their user community, adding currency and vibrancy to their product help.

What’s more, by employing the robust analytics and customer feedback tools inside MindTouch, RightScale gained the ability to inform their content strategy to identify what documentation needed to be created or improved. It also serves to help them keep their customers’ needs in focus while developing new features and enhancements.

And lastly, but not least among the reasons they’re glad they choose MindTouch to power their product documentation and help, their MindTouch implementation has dramatically increased their opportunities to expand their client base. MindTouch gave their product documentation a life on the web, boosting their SEO rankings and driving additional new traffic to their website, and ensuring that their customers and prospects receive the most credible information from the most credible source, their company.

For a free copy of the complete RightScale Case Study click here.

To learn more about how MindTouch can help your company provide the best product help experience to your customers watch this video and request a free trial: MindTouch: The Power of Product Help

 

New eBook “Open Minded CEOs”, an Expose of Open Source Revolutionaries

October 18th, 2012 | | Awards and Press, Community News

In a compelling new eBook, Open Minded CEOs: A collection of essays and interviews from opensource.com, we learn that working the open source way isn’t always easy and the reward of fanning idea sparks into successful product bonfires takes more than effort, it takes passion and determination. CEOs that make every effort daily to implement open source philosophies in their companies face some central and challenging questions: How can we bring people together to do great things? What motivates them? How can we coordinate them when they unite? How does working the open source way allow us to anticipate the future and adapt to thrive in it? And what counts as success?

This eBook features CEOs from some of today’s most fascinating companies, including our own Aaron Fulkerson who …”has emerged as a true open source leader. Aside from being a much sought-after public speaker and prolific blogger, he has grown and managed MindTouch to a company of more than 50 that was voted one of the best places to work in San Diego, CA .”

Aaron is featured in a section titled MindTouch CEO on open standards, culture, and working at Microsoft, originally published in May 2010. Since then MindTouch has grown into a global company with hundreds of employees serving thousands of companies large and small alike around the world. From its open source beginnings MindTouch has evolved stridently from an enterprise collaboration leader to a company that is reinventing and reinvigorating product help with web, social and mobile innovations that dramatically improves the customer experience and provides business with fresh key benefits and ROI from their product help and documentation investment.

Click here to receive a free copy of Open Minded CEOs: A collection of essays and interviews from opensource.com

LavaCon 2012 Corey Ganser: What Makes a Superhero? Doing What Others Can’t and/or Won’t

October 16th, 2012 | | Conferences, content strategy, Customer Experience Strategy, Product Help, Tech Comm

The following is an overview of MindTouch Customer Experience Manager, Corey Ganser’s highly attended presentation this year at LavaCon 2012.

“Today I’m going to cover What Makes a Superhero? Doing What Others Can’t and/or Won’t. I’ll explain more about this as we get into the presentation, but before I get started, here is a little overview of me. I’m the Customer Experience Manager at MindTouch. As a Customer Experience Manager, I’m responsible for working with every department within MindTouch to ensure we provide a consistent and positive experience for all of our customers.  Note that when I say customers, it extends beyond our actual customers that pay us money, but also incorporates prospects or people that are interested in evaluating our software.

The Customer Experience initiative provides a holistic approach to providing an excellent experience for customers to ultimately affect initiatives dictated at an executive level.

Working with customers of MindTouch, I see this initiative consistently and I’ve been able to extract elements of the organization that exist before they move towards a unified customer experience.

The first thing that is evident is that there is a division among departments that make it hard for the customer to receive a consistent message or experience. Not only does this affect the customer though, it also affects the employees within the organization and is primarily rooted in a dispersion of content for the customer.

We see the Support department has a knowledge base, the Technical Writing team maintains the formal documentation/User Manuals, Product can have a separate in product help that isn’t pulled from any of the above resources. Marketing and Sales too have a separate repository of information that they use to entice prospects join the sales pipeline.

This division leads to a lot of duplicated effort that causes confusion within the company.

This confusion is easily transmitted to the customer and in turn, they take on the confusion and have a hard time getting a positive experience. The Support team should be leveraging the documentation that the Technical Writing team is putting together and the Technical Writing team should be able to leverage the SME in support to help seed their content. And for those of you that think PDF is an acceptable delivery method for your support team to leverage, it isn’t. Your support team isn’t going to send a PDF to a customer and say: “download this PDF, scroll down to page 56 and then look at paragraph 3 and that is your answer.” What an awful way to receive help.

Product, Marketing, and Sales should be leveraging the work coming out of Technical Writing and Support combined to enhance the experience for the users. Product can incorporate this into the product. Marketing and Sales can tie in this documentation into their tools to share with prospects. Ultimately if the prospect doesn’t find information that helps them make an informed decision about what to buy, they aren’t going to choose your company as their vendor.

Let’s take a look at some of MindTouch customers that are doing this currently.

Case Study #1: coolOrange

• The Need:
a)    Integration with Support Ticketing
b)    Easy to use interface for authoring
c)    Ability to create templates for consistency of knowledge capture
d)   A system that wouldn’t require management and  upgrading by coolOrange

 
 

• Solution:
a)    MindTouch as a central repository for content with integration into Zendesk

• Benefits:
a)    Decreased costs for creation of docs, increased quality of support, and improved communication all around
b)    17% drop in support tickets

 
 

Case Study #2: Zuora

• The Need:
a)    Increase collaboration among SMEs
b)    Support Ticketing Integration
c)    Make documentation more accessible to users
d)   Increase analytics around documentation to identify trends and usage

 

 

• Solution Implemented:
a)    MindTouch at the center of content
b)    Integration with Zendesk

• Benefits:
a)    Opening up documentation to SMEs resulted in 200 new articles over the course of a couple of months.
b)    Zuora’s customers increased usage of self-help.
c)    Sales leads are generating from documentation
 
 
 
Case Study #3: SuccessFactors

• The Need:
a) Looking for a central location for documentation
b) Chat Integration
c) Easy to manage documentation repository
d) Integration with SAP Service OnDemand
e) Ability to extend documentation into the product
f) Personalize the customer’s experience with help from SSO
 
 
 

• Solution:
a)    MindTouch as their main support portal
b)    SnapEngage for chat
c)    Service OnDemand for help desk
d)    SSO integration with MindTouch and pass- through to chat and helpdesk

• Benefits:
a)    Central location for customers to access self-help with a personalized experience
 
 
Ultimately what each one of these companies is doing is creating an authoritative source for content: everyone (prospects, customers, and employees) has access to the single source of truth as opposed to multiple answers to the same question

 

 

 

As you review your plan to move ahead with a solution like MindTouch, make sure you don’t just choose a solution that is right for you only now. I like to relate this to Mr./Mrs. Right vs. Mr./Mrs. Right now. If you choose Mr./Mrs. Right Now, you’ll most likely overlook a lot of critical requirements that will unfortunately surface later on in the relationship. This truth can be said about a documentation solution. Write down a list of the direction you want to go with your content. This includes covering:

  • Creation – Web authoring and making it easy to create content.
  • Publishing – Don’t go through 10 steps to publish your documentation when it should only be 3-5.
  • Consumption – Identify how your customers want to access your content and make sure you can support that          delivery method.
  • Contribution – don’t be afraid to open the doors to your  community to solicit feedback from them. They have been       using your product for a long time and will have some great knowledge that should be captured.”
Corey then led a discussion around these following questions which serve to guide any approach to improving product help and customer engagement.

To learn how MindTouch can can help you get the most out of your product documentation and help click here

Media Round Up: New MindTouch CRM Connector for Salesforce

October 5th, 2012 | | Awards and Press, Featured Post
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Earlier this week, we released the following news:  MindTouch Announces a Salesforce® Partnership: Enterprise Grade Knowledge Now Available in AppExchange®, and the pick-up and buzz has been amazing. We knew this was an important big step forward for our company, and has served to forge a keen relationship with Salesforce, but I think we underestimated the level of excitement this has generated. Our customers are excited and so our prospects. MindTouch has always been driven to apply years of web and social innovation to create and deliver great product help to users, kick open social engagement channels around documentation, and harvest meaningful and actionable data from user interaction with product help channels. By innovating in the gap between CRMs and support ticketing systems and product documentation and knowledge-bases, we’ve created a meaningful and necessary bridge between them that has unleashed amazing benefits for help seekers with faster resolution times, more engaging help delivery, and expanded access to collateral information to deepen product expertise and business leaders have quickly latched onto the benefit of tapping into the support silo to inform all the channels in their companies, especially product, sales and tech-comm.

Here’s some excerpts from the leading writers in technology:

MindTouch Social Help System Aligns With Salesforce Ecosystem, Exemplifies What Oracle Lacks by Alex Williams

“The MindTouch service creates a web-oriented way to view documents. It has a search component built in so help documents rise to the top based on what people are looking for. These results will also show up in Google search results. The MindTouch service turns a support document into a marketing opportunity.

Oracle and HP offer similar servies. Oracle acquired InQuira in 2011 and HP owns Autonomy. But InQuira has not been updated in some time and who the hell knows what HP is doing with Autonomy.

But more so, Oracle represents a monolithic software stack. The only way they can integrate is to do a costly partnership or an acquisition. Salesforce and others with platforms can just fit apps into a loosely coupled ecosystem.

The result is that Oracle will have to continue serving only the highest-end customers of the world. The rest of the market will go to services such as Salesforce and partners like MindTouch.”

MindTouch working with Salesforce.com to improve support experience by Rachel King

“MindTouch is expanding its partnership with Salesforce.com to improve the online customer support experience  on its internal knowledge bases and help systems with a new CRM integration…MindTouch cited internal research that support agents using the MindTouch CRM Connector for Salesforce resolved support tickets 47 percent faster on average. Additionally, the social help system provider said that 65 percent of users prefer to be taught how to self-serve themselves on the open platform.”

MindTouch Offers Its Salesforce CRM Connector on AppExchange by Barry Levine

“Deeper Content = Better Customer Support: The company announced the integration with Salesforce in June, but the connector itself is what will now enable quick integration. Salesforce VP of Business Development Scott Collison said in a statement that MindTouch “is going to be a really important partner of ours in the future, by providing a documentation platform for all kinds of software companies and cloud services.”

MindTouch Delivers Knowledge Base for Salesforce Customers by Ben Kepes

“Institutionalizing individual knowledge, and then disseminating it out to support workers is critical in order to ensure customer service delivers quick and accurate support. However the knowledge base has traditionally been siloed and separate from the customer service solution. Any time a service agent needs to switch between two systems of record, a degree of cognitive dissonance occur which, at best reduced efficiency but at worst lessens the customer support outcome. Building a self learning knowledge base that feed in two ways to and from customer support agents is a key step to make customer service faster, more accurate and more resource-efficient.

Scott Collison from Salesforce speaks to this fact when he says that;

The way that software companies or cloud companies used to do support was “hey, we are going to have a documentation team, write up the docs, put them on website, hopefully you can find them.” You want to call someone, – that might be difficult or might cost you some money. But I think by incorporating the community into creating living documentation describing how to use software – that has been a huge thing for us.”

Click here to learn more about MindTouch and how integrating your product help with your CRM will benefit you.

MindTouch Announces a Salesforce® Partnership: Enterprise Grade Knowledge Now Available in AppExchange®

October 1st, 2012 | | Featured Post, Press Release
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SAN DIEGO, CA. October 1, 2012— MindTouch, the company that is reinventing product help with web, social and mobile innovations, today announces a partnership with Salesforce and the AppExchange certification of a new MindTouch CRM Connector that makes available, for the first time, enterprise grade knowledge for Salesforce CRM and Salesforce Service Cloud. Users will dramatically improve the speed and effectiveness of their customer support teams.

MindTouch, a cloud delivered social help system and knowledgebase, is used by millions to deliver exceptional product help experiences. The MindTouch CRM Connector automatically scans the Salesforce support case and in real-time recommends to support agents the best help and product content. Support agents can select or drag-and-drop and then send without ever leaving the Salesforce case window. Furthermore, MindTouch embeds robust search functionality within the Salesforce case window so that support agents can define their own search queries into the help center, knowledgebase and even the contents of file attachments. Lastly—again without ever leaving the Salesforce application—agents can now post their case solutions to the MindTouch powered knowledgebase.

Scott Collison, VP of Business Development said, “I’m thrilled that MindTouch is a partner of Salesforce, and that they are on AppExchange. We think that user help and documentation is extremely important to our customers.” He added, “MindTouch is going to be a really important partner of ours in the future, by providing a documentation platform for all kinds of software companies and cloud services.”

Support agents using the MindTouch CRM Connector for Salesforce resolved support tickets, on average, 47% faster (proven in usability testing across 50 replicates). Also, the end users are taught to self-serve, which 65% prefer (2011 TNS research).

“Many of our customers have been asking us to deliver our enterprise grade knowledge to their Salesforce deployments,” said Aaron Fulkerson, founder and CEO of MindTouch. “It’s great that we’re now making it available with ease so that users can increase speed and improve their customer support experiences.”

MindTouch CRM Connector Benefits:

  • Faster, more accurate support ticket resolution: Decreased resolution times lower support cost and make your users happier.
  • Better consumer product and support experiences. Customers love having the right solution delivered fast. Plus MindTouch automatically organizes the content so personalized and related content is offered to deepen user adoption and promote self-service support and brand engagement.
  • A seamless and unified help experience. MindTouch makes it easy for support, product, marketing and subject matter experts to collaboratively author knowledgebase articles, help content and how-tos. The content is automatically organized, searchable and the content organization is automatically optimized by users behaviors.
  • Actionable data and knowledge collection from your frontline support team. Integrating MindTouch with Salesforce removes critical solutions knowledge from the support silo and makes it quickly available to all the channels in your company, and your customers as well; promoting innovation, growth and better customer experiences.

Resources:

Video: Salesforce and MindTouch Announce Partnership

Video: CRM Connector for Salesforce

Video: Tour of MindTouch Integration with Salesforce

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Request a Live Demo of MindTouch Integration with Salesforce

About MindTouch

MindTouch is revolutionizing the way companies deliver help and product content by applying a decade of innovation from web and social software to make customer support faster, easier and more satisfying. With MindTouch, consumers and support agents get the right answers faster. Collaboratively author or convert existing technical, help and product content into a two way communication channel that increases self-service support, agent effectiveness and customer happiness. As a cloud delivered product, MindTouch can be deployed in a day and begin delivering value that same week. Millions use MindTouch every day.

Great companies like SuccessFactors, Intuit, Paypal, Autodesk, Hewlett-Packard, Palm, HTC, RSA, SAP and EMC rely on MindTouch. Read more at www.MindTouch.com.

The Key to Voice-Of-Customer Program Success

September 27th, 2012 | | Customer Experience Strategy
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Our own Corey Ganser, Customer Experience Manager at MindTouch, has been getting a lot of attention lately as an industry CX expert. He will be a featured speaker at LavaCon this year and was recently sought out by the Waypoint Group to discuss the implementation, challenges and benefits of our customer experience program. In this interview, Corey discusses how he implemented a highly effective CX program at MindTouch, the results, and gives advice to those starting to put together their own CX programs.

Excerpt:

“Q: What prompted you to start a Customer Experience program? 

When I initially started with MindTouch I was leading the Customer Support department and I needed to understand how well MindTouch was doing in the customer’s eyes.  How could we improve?  As a smaller company, being customer-focused is critical, and a main competitive advantage.  Therefore the focus was on ensuring customers were happy and not on ‘tickets closed’ or other internal metrics. 

While our initial measure of customer success was focused on end-user interaction with the Support organization, we realized that was too narrow.  We leveraged Net Promoter – adding a periodic “relationship” questionnaire that also uses the “recommend” question – to make sure customers are happy overall.  We also ask what can we do to improve MindTouch, and that’s where we learn critical customer priorities:  While the majority of that feedback is around product enhancements, we also learn quite a bit about how to improve our communications, training, documentation, and processes.”

Click here to get the rest of this must-read article.

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