First of all, what are Customer-Facing Engineers? What I have in mind, firstly, are Applications, Marketing and Sales Engineers. However, Field Operations being such a complex arena, engineers in many other roles may also do customer-facing work: Product Engineers,...
ICON9 is a toolkit for Customer-Facing Engineers. It’s simple, and does not get in the way of natural communication. On the other hand, it can protect us from errors of communication on days when we’re not on top form. It also provides a set of references for...
I would like to present my avatar who is, like me, a Customer-Facing Engineer. He is easily recognisable from the M of his body shape. May I also introduce Aude, my client, who is referred to as the Audience in many contexts. Aude can generally be thought of as an...
So what should you get out of all this? Firstly, a robust Encounter Process – this is presented at the very start of the course, and it provides a reference that we will use throughout. Then, there are the ICON9 tools. Each tool is for a particular task, of course,...
Customer-Facing Engineers have to master a wide range of skills, and the ICON9 tools will make this easier for you. In doing so, I hope that they will increase your professional success, as well as your enjoyment of this exciting work! Good luck with the rest of the...
