The following is an examination of piracy. More specifically, the challenge it poses to software developers in the game industry. This is not intended to vilify nor pardon those who obtain software outside of the proper channels.
When you're starting a new business and have limited resources, staffing a couple customer success (CS) managers is a simple proposition.
But what happens when your business starts to pick up steam? What do you do when the customer load gets a bit too heavy for your fledgling CS team to bear?
At this point, you have two options: either hire more staff or invest in new software.
Working alone is a double-edged sword. On the one hand, you have complete creative freedom and report to nobody but yourself. On the other, you must handle all creative and technical work, marketing, outreach, and manage the business itself. While just the sheer volume of work can be overwhelming, the sense of responsibility and feeling overextended can be emotionally and physically exhausting for many creators.
In Fintech, communicating effectively with customers is an extremely important aspect of a community manager’s job. But because interacting with customers comes with a variety of competing interests, how to best go about doing that is not always so clear.
On the one hand, customers want effective solutions to their problems — and this is especially true of sophisticated businesses which purchase quality Fintech products.
If customer experience is the new battlefield on which businesses compete with one another, then customer success (CS) constitutes the front line in that battle.
But to make the most of CS, we have to stop thinking of CS representatives as amped-up customer service providers and/or glorified account managers. We need to empower and equip them to think more like consultants than phone jockeys.