Customer vs User within OneDesk

It’s question with a seemingly obvious answer, but we consistently get asked this seemingly simple question on a weekly basis. What is the difference between a customer and a user? A customer is an individual who has an interest in … Read More

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LiveChat Customer Support and OneDesk

“Time is money”.  You’ve heard this said a thousand times before. The reason? It’s true. One of the most time consuming transitions to make in product and project management is the learning curve associated with implementing new software. Learning to use … Read More

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Customer Interaction and the Project Manager

Balancing the need for customer input and maintaining project control How much do we need our customer to be involved in the project management process? How much involvement do we want them to have as we are designing and developing … Read More

Project Management Office

My PMO is better than your PMO

I don’t know if this is really the case, but I would like to discuss what I consider to be the key ingredients to great project management offices, or PMOs.  I’ve seen several project offices be constructed and torn down … Read More

integrated product teams

Integrated Product Teams: The “I” Factor

A successful product development process requires the close collaboration between integrated product teams. According to www.npd-solutions.com, an integrated product team (IPT) can be made up of different stakeholders which may include Users, Customers, Engineers, Product Managers, Marketing, Project Managers, etc. … Read More

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Creating a product roadmap requires collaboration

Creating a product roadmap is a crucial step in the product planning process and yet, the need to create such all encompassing pieces of information, with so many data points to consider in their construction, has often meant they’ve been … Read More

collecting customer feedack

Collecting customer feedback: Are you doing it right?

Collecting customer feedback: 3 Tips for Success 1. Evaluate your current online feedback strategy, ask: Can visitors quickly and easily find the information they need? Would adding features such as videos or images enhance their online experience? How are we … Read More

functional requirements

Functional Requirements vs Non Functional Requirements

We often get asked the question: “What is the difference between functional requirements and non functional requirements?” Let’s take a closer look at these two complimentatry concepts. Functional Requirements Defined According to ReQtest a functional requirement simply tells a system … Read More

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Exceptional Customer Service: OneDesk & LiveChat

“The customer is always king. In a short period of time we have moved from a culture that focused on the past, then focused on the future and now focuses on the present.” – Roy Goffer, nanoRep By now, you … Read More

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How to Adopt an Agile Method

If you are seeking answers on how to adopt an agile method in your workplace, you have come to the right place. Agile methodologies are becoming increasingly popular within project and product management teams. Based on the notion that projects … Read More