A week in to my new role a Toast, I took some time to clarify my own principles when it comes to operations, enablement, and generally helping others. These may or may not become my team's principles, but it was a good exercise. Transitioning between jobs/roles is always a great time to reassess.
"How you document, how you support, how you educate, how you capacity plan, how you address legal ramifications, how you market, how you sell, etc., is ALL part of customer experience."
Awesome. I think this is something often overlooked but integral to a successful product. The product isn't simply the one thing you deliver or ship to the customer, it is the entire experience! Great post.
Great post. I think these are very effective principles in general to work across cross-funcional, problem-solving teams and not only for produt enablement!
Just curious on the - process will break and tactics will change, so start with principles. But, would you say in the long run, principles could evolve (subtle for change) as well based on changing of context of a product/team/organization?
This was overwhelming in a good way... so much value here.
Three principles stood out to me: Happy teams, happy customers; Limit change in progress; and Good plumbing (make it easy to do the right thing). I'll start with these then revisit your list.
"How you document, how you support, how you educate, how you capacity plan, how you address legal ramifications, how you market, how you sell, etc., is ALL part of customer experience."
Awesome. I think this is something often overlooked but integral to a successful product. The product isn't simply the one thing you deliver or ship to the customer, it is the entire experience! Great post.
"Principles before process. Why before way"
This is so important. I've shared with my team the idea of playbooks over prescriptions which is a similar message.
Great post. I think these are very effective principles in general to work across cross-funcional, problem-solving teams and not only for produt enablement!
Just curious on the - process will break and tactics will change, so start with principles. But, would you say in the long run, principles could evolve (subtle for change) as well based on changing of context of a product/team/organization?
“Whenever possible, co-design change experiments with others. They may have better ideas and will be more vested in their ideas.”
^ this is typically a lesson hard-learned! But for my money, one of the most transformational.
This was overwhelming in a good way... so much value here.
Three principles stood out to me: Happy teams, happy customers; Limit change in progress; and Good plumbing (make it easy to do the right thing). I'll start with these then revisit your list.
“Great article” - from your old team
Great list! It seems thought that there are too many principles here for a reasonable person to remember ;-)