product support management

The Office without software

Anyone who has recently shelled out for a seat of Creative Suite will likely appreciate John Jantsch's article on the softwareless office where many applications are online and often free. A couple of my favorites not on this list: Harvest for time-tracking and Highrise for task-tracking.

What is Product Support Management?

Since the fall of 2005, I've been working as a "product support manager" which is similar to product management, but focuses specifically on the commercialization of a product from a support perspective. It's concerned with questions like:
How can you test to ensure the product is ready for release?
How will customers learn to use the product?
What will they do if they can't?
Product managers are adept at understanding the market and building tools to meet the need. Typically they are not expert in areas such as managing translations, documentation, or training. (Want to make a product manager wince: mention translations.)
Usually only larger companies treat this as a dedicated role, but the function happens regardless organization size.

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