Only Available to ASP Corporate Members & TSANet Members, purchase all 6 workshops and receive $100 more off each workshop!
ASP, TSANet, FTWorks-Leaders Workshops
$600.00 – $3,000.00
Description
The Art & Practice of Customer Journeys
Date and Time
Feb 24 | 9:00 – 11am Pacific
Prerequisites
None
Contents
- What are the benefits of defining personas and journeys?
- Who should define personas and journeys?
- What does the journey definition process look like?
- How many personas do I need?
- What details do we need to define for each persona?
- Do we need to align with sales personas?
- Do journeys have to encompass pre- and post-sales?
- What kinds of activities do I include on journeys?
- How do I use journeys once they exist?
- What are the maintenance requirements for journeys?
Please bring a proposed persona for your environment: we will help you build a journey with you during the workshop (or critique an existing journey)
Digital vs Live vs Hybrid Journeys
Date and Time
March 3 | 9:00 – 11am Pacific
Prerequisites
The Art and Practice of Customer Journeys
Contents
- What are digital and hybrid journeys?
- How do I decide what activities in the journey need to be live?
- How do I identify touchpoints that can be done digitally?
- What’s special about digital journeys?
- How do I transition from live to digital or hybrid journeys?
Please bring one of your customer journeys to the workshop: we will help you identify how to optimize the touchpoints
Support Website Design
Date and Time
March 10 | 9:00 – 11am Pacific
Prerequisites
The Art and Practice of Customer Journeys
Digital vs. Live vs. Hybrid Journeys
Contents
- How can I audit my website to identify opportunities for improvement?
- When do I need to start from scratch?
- How do I fund a website redesign?
- Who needs to be involved in a redesign effort?
- What are the three steps to designing support websites?
- How do I leverage customer journeys into website design?
- Do I need to hire an outside designer?
- How do I test a new design?
- How do I manage very large product suites?
- How do I handle a multi-language website?
- Do I need an app instead of a mobile website?
Please bring your website and questions to the workshop: we will help you identify key improvements
Intelligent Swarming & Collaboration
Date and Time
March 17 | 9:00 – 11am Pacific
Prerequisites
None
Contents
- What’s swarming and why is it different from collaboration?
- What are the benefits of swarming and collaboration?
- Under what circumstances should I choose a swarming model?
- How do I design an effective swarming model?
- How do I implement a switch to a swarming model?
- What’s the relationship between swarming and knowledge management?
- What performance management criteria can I use with a swarming model?
Communities
Date and Time
March 24 9:00 – 11am Pacific
Prerequisites
None
Contents
- What are communities?
- Who owns the community: support or marketing?
- Should I even start a community?
- What do I need to do to get a community going?
- How do I cultivate MVPs?
- Besides a discussion forum, what can be done in a community?
- What is the ROI of communities?
Please bring your questions about creating a community, or managing your existing community: we will discuss them during the workshop
Breaking Down the Silos
Date and Time
March 31 | 9:00 – 11am Pacific
Prerequisites
None
Contents
- Why are silos a particular challenge for support?
- What are the benefits of breaking down corporate silos?
- How do I work with Sales?
- How do I work with Customer Success?
- How do I work with DevOps?
- How do I work with Engineering/Development?
- How do I work with Product Marketing?
- How do I work with IT?
- When should I give up and create a parallel organization instead?
Please bring your silo challenges to the workshop: we will help you design strategies to overcome them.
About the Instructor
Francoise Tourniaire is a well-known Support Consultant. She has over 30 years’ experience in post-sales support in the high-tech industry. In 1998, she founded FT Works, a consulting firm that helps technology companies improve their customer success and support operations.
She is the author of The Art of Support, Just Enough CRM, Collective Wisdom: Transforming Support through Knowledge, and Selling Value.
Additional information
| Enrollment | Non-ASP or TSANet Members, ASP Individual Members, ASP Corporate Member – TSANet Members |
|---|---|
| Workshop | The Art & Practice of Customer Journeys, Digital vs Live vs Hybrid Journeys (#1 is a prerequisite), Support Website Design (# 1 & 2 are prerequisites), Intelligent Swarming & Collaboration, Communities, Breaking Down the Silos, All Workshops, ASP / TSANet Member – Buy All Six for Discount |
