Support isn’t enough. Evolve.
Why? Our thoughts..
- Managing a range of work from small tasks to medium size projects tends to create confusion
- Often the adoption of a solution is the problem, not the solution itself
- Communication through documentation is difficult to execute well
- Retaining expertise that can address your need is hard over the long term
How can this be solved?
The first person to look at your issues must be a senior subject matter expert in your software as well as someone well versed in your business. Get your issues started on the right track.
Expert Partner Ecosystem
What does a firefighter do between fighting fires? Not much. Don’t pay your fire fighters when they aren’t fighting fires. Maintain a best in class partner ecosystem.
See value, not tasks
Playing whack-a-mole with your problems is time consuming and painful. Tasks, sprints, projects and adoption efforts should each have their own approach. Clearly define the difference and decrease churn.