3. What’s in the way of customer success, and how does the Web Reliability Framework help?

What is preventing a website customer from getting what they seek? You! And who can fix that? You!

The root problem that gets in the way of a website customer getting what they want is you. You are responsible for providing that customer with a reliable path to completing a purchase and obtaining the solution to their problem. There are myriad things getting in the way. This book captures those within a framework that describes solutions to each.

There are often a multitude of issues blocking customer success. Just becoming aware of them all can tend to make a website owner feel defeated before they even begin to think about solutions. The problem set is just so big. This is where the Web Reliability Framework comes in. The Framework offers a systematic approach to identifying root causes of issues as well as their solutions, all presented as a series of achievable goals you can begin working towards right away.

In brief, this Web Reliability Framework is composed of three parts. First is the team that manages the website. Second is the plan the team develops for running a website that reliably solves customer problems, generating revenue as a result. Third is action, the tactical form the strategy takes that is executed by the web team. Three parts; Team, Plan, Action.

Much of this system is centered on the human factors involved in maintaining a successful website. With a good team, failures in strategy or tactical execution can always be overcome. Excellent strategy and execution are not possible without a strong and healthy team. Even when both strategy and tactic are solid, if there is no team to keep up with care and feeding over time, the system will eventually fail.

This is where you come in. While you, the website owner, may be the primary blocking issue to website success, what’s even more important is that you are also without any doubt the key to removing the blocking issues and obstacles. You are the guide leading the way to a better outcome for your company! The Web Reliability Framework, in turn, will be your roadmap. It will give you the tools and support to make reliable web revenue a reality.

So you are what's in the way of success. This book, this system is for you.

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1. Even The President of the United States Cares About Reliable Websites


2. Who benefits from Web Reliability?

3. What’s in the way of customer success, and how does the Web Reliability Framework help?

4. What is a revenue generating website?

5. What does reliability mean?

6. Why reliable revenue matters

7. What about growth?

8. Flow as a first principle

9. What is it that's flowing?

10. What is the Web Reliability Framework?

11. How do I use it?

12. Who the hell are you?

13. A note on structure

14. Acknowledgements

Reliable Team

15. Team Motivation

19. Leadership reduces resistance

23. Management aka Continuous Improvement

Reliable Plan

27. Desire, Purpose and Guidance

31. Strategically Reducing Customer Friction

35. Managing and Validating Strategy Prior to Execution

Reliable Action

Solspace, Inc.
PO Box 7282
Santa Cruz, Ca. 95061

© 2019 Solspace, Inc.