Christine Itwaru: evaluation

Transcript context

…Got it. Okay. That is helpful. Then content strategy, by that, you mean internal documentation to train sales and customer support or is there also help the product team build out product marketing content and things like that? Neither or a bit. I guess what we have done is fed into both of those technical documentation. We use Zendesk as another tool, so we use Zendesk as another part of our tool stack to support our customers. So, a brand new feature comes out. Natural thing to do, let's write up this thing in Zendesk, but it's also about how we weave education into the product and we use Pendo again. Sorry, that's all right. It's actually really good tool. So, we do use Pendo guides and we just release our NPS themes. So, a pain in my team's butt has been manual labor around NPS themes and qualitative data. So, we designed this experience for customers who are in this beta. So, that they can in the product understand what it is. Then if they really need more, they can go out to the technical documentation, but it's about the education for the customer. I mentioned earlier treating content is a part of the development lifecycle process. You really want to treat it as a part of definition of done. When you think about product-led growth and the emergence of that in particular over the last couple years, it's all about creating that experience and keeps people in and helps them upgrade. So, they work alongside product marketing to develop these playbooks for what they're doing in app to create less friction and drive more engagement. Got it. Okay, that makes a lot more sense. Would it be safe to say that product ops is essentially for B2B companies where there's all these internal stakeholders, sales, customer support, marketing, things like that and that's the work that you can take off the product manager's plate?…

Stored transcript either side of the excerpt. The highlighted words are the published quote; the surrounding text is unedited source, never generated.