Estandarización e implementación del enfoque de gestión de éxito del producto en la fábrica de desarrollo de software de teleperformance digital
Thesis
In the technology sector, the demand for roles such as Product Manager and Customer Success Manager is constantly growing. These roles have similar functions but sometimes there are mismatches in communicating with customers and understanding product priorities. This raises the question of whether customer success is directly related to product success. Customer success management focuses on ensuring that the customer gets maximum value from your product or service. However, autonomy and variability between different customers is often overlooked. To address this issue, Product Success Management arises, which focuses on ensuring customer success and satisfaction with one or more products. This project focuses on Teleperformance Digital and its main objective is to define and implement valuable practices and solutions through Product Success Management. The project is divided into three value milestones: the implementation and onboarding of digital products, the standardization and visualization of the digital product pipeline, and the analysis of usability data and automation of service consumption reports. These milestones apply to the StoryfAI technology tool, which is essential to Teleperformance Digital's strategy due to its potential use across all operations and its global user base. Additionally, this project seeks to transform the introduction and adoption of digital products, the management of the product portfolio, and the understanding and use of product usability information. The methodology applied is based on agile practices with iterations that include analysis, learning, and suggested actions and decisions.
