Skip to content

Customer Communication for Technical Contacts

Communicating Updates

All customers must be informed of breaking changes. Customers should also be informed if there is an update that they might need. They must be able to trust us with keeping them up-to-date on potential issues, otherwise they might avoid our product.

From the customer to the team

Technical contacts are the glue between Partisia and a customer. You should not only be talking with the customer, but also with your technical team and with the commercial team.

You will not be the last technical contact with any given customer. To avoid institutional forgetfulness, please ensure that communication either occurs within a permanent highly-visible medium, such as an appropriate Google Chat, or that key points are written down in such a medium.

After a video meeting, create a summary of major updates, decisions reached, and deliveries promised (of any size; "I'll send you a link" is a delivery) and share it either on Partisia's internal chats or in the chat with the customer.

Warning

The following do not count as permanent mediums, as the data is either difficult to search through, or is destroyed when leaving Partisia:

  • Your long- or short-term memory
  • A file on your computer, even if stored in a note archive, such as Obsidian.
  • Physical or Video Meeting, even if recorded.
  • Metadata on Calendar events
  • Personal Google Drive

Hand over documents

Hand over documents are a complement, not a replacement for a continuous log of customer interactions. They should tell the next tech contact what a used car salesman wouldn't: Issues and oddities with the solution.