Accumulate knowledge in the service

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After reaching a large scale (for example, more than people), only professionalism can be focused, and only by focusing can we solve longterm and indepth problems. Therefore, for largescale SaaS teams, production research positions and implementation positions cannot interrupt the work at hand at any time to respond to customers, so we need to set up isolation zones T customer service respond quickly and follow up on customers’ single consultations T technical support support multiple T at the same time CSM Customer Success Manager Focus on the longterm use, renewal, and additional purchases of a limited number of customers (generally to million ARR) Fulltimerotating technical experts

stationed in the service department promptly Austria WhatsApp Number solve customer problems, determine whether they need to be handed over to the technical team, and accumulate knowledge The purpose of this design is threefold Respond quickly to customers  department Ensure that production and research are focused on work while being able to effectively and deeply contact customers. Guest author Wu Hao, WeChat public account SaaS Baiyexing, a knowledge collector in the SaaS field, and the author of "SaaS Entrepreneurship Roadmap". Communicate in depth with



SaaS founders every year, and continuously output content on official accounts and video accounts based on actual practice. This article was originally published on Everyone is a Product Manager. Reprinting without permission is prohibited The title picture comes from Unsplash, based on the CC agreement The opinions in this article represent only the author's own. The Renren Product Manager platform only provides information storage space services. collect like For more exciting content, please follow .