CTO’s, Don’t spend all your time on development … make sure your support is awesome too
I fully admit, I love development and building products, it’s my favorite thing to do and have been doing it for a lot of years, it’s very tempting to put a lot of time into development because it’s fresh and new, ever changing. But this would be a mistake.
My first ever IT role was in support so I got see first-hand how super important it is (even if I did not realise this at that time), it’s especially important in a business to business model.
The reason for this is that in a modern web based SAS world your customers only have 2 real human points of contact, your sales person and your support staff.
When it all goes wrong and your product does not work (and there will be times that it does not!) it’s your support staff that are going to be your savours, they are going to be your brand ambassadors, being all that you want your company to portray.
I good support experience is one of the most important things that make people keep using your product, if your support is bad they will start to look elsewhere and tell their peers how bad you are, but you will never see this, you will just see sales dropping.
So when you are walking around your department, don’t just stop and see the new feature that Dev. are working on, make sure you give as much time to your support staff as well.