ASP, TSANet, FTWorks-Leaders Workshops

$600.00$3,000.00

Only Available to ASP Corporate Members & TSANet Members, purchase all 6 workshops and receive $100 more off each workshop!

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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

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