• 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 contributing feedback with your organization, but who does not need access to the internal workings […]

  • benfranklinsmaller
    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 it most efficiently and getting everyone in your organization to do the same is a […]

  • customer,client,interaction,project,management,engagement,OneDesk,expectations,product,success
    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 their critical product that is due to roll-out to end users or the general public […]

  • 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 in well meaning organizations that were otherwise productive…except for the fact that were bad at […]

  • 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. Naturally, as product development activities change and evolve over the course of its liefcycle, so […]

  • Capture
    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 sorely neglected – cobbled together in a rush before that all important meeting. Dynamic product […]

  • 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 collecting customer feedback? Do we create an effective dialogue with our potential and existing customers? […]

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