3 ms·

I agree. Customer success is a support role, this was an engineering mistake. Can't blame support for something an engineer did.

• femiagbabiaka 5y ago
  Seems like you're still assigning blame. Incidents are rarely if ever monocausal. The fantastic and accurate point the GP made is that fingerpointing is pointless. Much better to seek to learn and understand, which is always difficult but definitely can't be done from the sidelines without speaking to those involved.
  • rootsudo 5y ago
    Which is why I used mistake, the context is blaming support for an engineering action. Support is purely reactive.
• roywashere 5y ago
  The major complaint in the article is lack of communication
• colonwqbang 5y ago
  Some people have an important role to play when other people mess up. The fire brigade aren't the ones who start fires but it's their job to try to help out when it happens. If they don't show up when your town catches fire, you would be disappointed.