In many orgs Sales and customer service is the same team, under the same leadership. However in the context of this conversation we are specifically talking about the "Global Head of Customer Success" if you took the time to read the comment I was reply to. Your reaction (and a few other clues) leads me to believe you are in sales... I am i Right????
In the contest of this outage, the "Global Head of Customer Success" should absolutely be taking the blame for failing to communicate with their customers.
You can attempt to deflect the blame purely onto engineering side of things, as people in sales often to, but you are objectively wrong.
I have suffered long outages with vendors before, the key for me was always COMMUNICATION. They should be communicating with every customer impacted, they should be telling them on going progress, where in the queue they are, etc etc etc.
Trust me as someone that make purchasing choices and recommendations the length of this outage is not the issue, the lack of communications is. As someone that makes purchasing choices and recommendations I do not blame the engineering, I blame sales or "Customer Success" or what ever PR name you want to further deflect sales to be....
In the contest of this outage, the "Global Head of Customer Success" should absolutely be taking the blame for failing to communicate with their customers.
You can attempt to deflect the blame purely onto engineering side of things, as people in sales often to, but you are objectively wrong.
I have suffered long outages with vendors before, the key for me was always COMMUNICATION. They should be communicating with every customer impacted, they should be telling them on going progress, where in the queue they are, etc etc etc.
Trust me as someone that make purchasing choices and recommendations the length of this outage is not the issue, the lack of communications is. As someone that makes purchasing choices and recommendations I do not blame the engineering, I blame sales or "Customer Success" or what ever PR name you want to further deflect sales to be....