Category: customer success
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The Three Ds of Product Drops
Ask any CS leader or practitioner in software about releases and you will probably get an eye roll or a groan. The history of software development is littered with new feature and products that launched at random times without supporting teams being enabled…or even informed ! In order to drive more alignment with Product a…
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The Many Moves of a Manager
Dear Reader, I certainly don’t need to tell you the myriad ways this pandemic has rocked the foundations of all the things. I don’t need to tell you how it has changed school and work and families. You’ve read all the articles about it. However, something I have not heard as much mention about over…
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The Speedy Scale-Up
Tips on how to scale up a small CX team quickly.
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Old Customer Care Lady Sayings
As a leader in customer care, over the years I have developed a few sayings that I believe have held me in good stead. Camille’s Top Three Customer Care Sayings #1: No Special Snowflakes This means that –as much as possible — we want to avoid having to support custom features, special builds, weird bespoke…
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Reducing Information Asymmetry in Customer Care
As a customer care person, you are placed at an important vantage point between the company and the customer. You (should) have visibility into the product and people in your company beyond what your customers currently knows/can see. You are there to solve problems for the customer using both information that may already be publicly…
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My 3 Favorite Tools (Right Now) for Working With My Geographically-Distributed Team
I recently started a new job where I am working from home with a team spread across Europe and the US. Some of the team is working from home because they always do, others are working from home due to the pandemic, but yet others are actually working as per normal from our company’s headquarters.…
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Support Night School Podcast
I started a podcast about how to get into tech support with my amazing friends Nicole and Brianne. It’s short and informative and part of a limited series. Click the screenshot above to check it out!
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May 2020 Lead Dev AMA
In case you missed it, here is everything I said in my Lead Dev AMA the other day I had a few questions that would be great to get your thoughts on. You mentioned that ‘Some hands support’ can work well at big and small organisations. Are there any specific use cases where you’ve seen…
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Making Them Pay: Tales from the Immutable Stack
This is pretty much the entire text from the talk I delivered at Paymentsfn 2018 on May 24, 2018 in Durham, North Carolina. In his story The Mystery of Marie Rogêt, Edgar Allan Poe wrote “Experience has shown, and a true philosophy will always show, that a vast, perhaps the larger, portion of truth arises…
Camille E. Acey 