The ICON9 system was designed with these points in mind. As you may know, Client Encounters of a Technical Kind is not only the name of this video series, it is also a book. Both the course and the book invite you to take time out to think about your work and your...
In summary, we work in a complex, exciting environment, which is great! But we don’t want to burn out, nor do we want to turn into thoughtless, customer support machines. We need time to reflect, and we need to bring some structure to guide our thoughts and actions...
In this video, I will introduce some terminology and concepts that will be used throughout the video series, and also discuss some of the benefits that you may expect from it.
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...
