Keep Your Executives Close to Your Customers by Usha Viswanathan
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Keep Your Executives Close to Your Customers by Usha Viswanathan The Lean Startup Conference 2013 http://leanstartup.co/
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Keep Your Executives Close to Your Customers by Usha Viswanathan
- 1. HOW TO KEEP YOUR EXECUTIVES CLOSE TO YOUR CUSTOMERS DEC. 9th, 2013 USHA VISWANATHAN STARNIK SYSTEMS, INC.
- 6. OUR STORY WHY IT MIGHT BE USEFUL TO YOU
- 7. A LITTLE ABOUT US… THE EARLY DAYS AT STARNIK HEAD OF PRODUCT ENGINEERS PRODUCT CUSTOMERS
- 8. BUT THEN… WE STARTED GROWING HEAD OF PRODUCT CUSTOMER SUPPORT OLD CUSTOMERS ENGINEERS PRODUCT NEW CUSTOMERS
- 9. WE LOST TOUCH WITH OUR CUSTOMERS (AND HONESTLY) JUST BUILT THINGS WE THOUGHT THEY WOULD LIKE
- 10. AND THEN…WE DISCOVERED A GOLD MINE CUSTOMER SUPPORT HEAD OF PRODUCT OLD CUSTOMERS ENGINEERS PRODUCT NEW CUSTOMERS
- 11. WHAT HAPPENED? THE EVOLVING ROLE OF CUSTOMER SUPPORT AT STARNIK TO CHECK THE FINAL VERSION GOOD
- 12. WHAT HAPPENED? THE EVOLVING ROLE OF CUSTOMER SUPPORT AT STARNIK TO CHECK THE FINAL VERSION TO ADVISE IN DESIGN MEETINGS GOOD BETTER
- 13. WHAT HAPPENED? THE EVOLVING ROLE OF CUSTOMER SUPPORT AT STARNIK TO CHECK THE FINAL VERSION TO ADVISE IN DESIGN MEETINGS TO ACTUALLY DESIGN THE PRODUCT GOOD BETTER BEST
- 14. OK USHA… BUT HOW CAN WE ACTUALLY DO THIS?
- 15. OUR STORY WHY IT MIGHT BE USEFUL TO YOU
- 16. 1. LET THEM SPEAK IN THEIR OWN LANGUAGE.
- 17. 1. LET THEM SPEAK IN THEIR OWN LANGUAGE. MICROSOFT PAINT
- 18. 1. LET THEM SPEAK IN THEIR OWN LANGUAGE. MICROSOFT PAINT WHITEBOARDING
- 19. 1. LET THEM SPEAK IN THEIR OWN LANGUAGE. MICROSOFT PAINT WHITEBOARDING WHATEVER
- 20. 2. GIVE THEM VETO POWER.
- 21. 2. GIVE THEM VETO POWER. REMEMBER, THESE ARE THE PEOPLE WHO KNOW WHAT THE CUSTOMER ACTUALLY WANTS.
- 22. 3. BRING EVERYONE TO THE TABLE.
- 23. 3. BRING EVERYONE TO THE TABLE. CUSTOMER SUPPORT + PRODUCT LEADS + EXECS
- 24. 4. GIVE DIRECT ACCESS TO THE TOP.
- 25. 4. GIVE DIRECT ACCESS TO THE TOP. IN CUSTOMER EMERGENCIES, LET THEM GO STRAIGHT TO EXECS.
- 26. SO… HOW DO YOU KEEP YOUR EXECUTIVES CLOSE TO YOUR CUSTOMERS?
- 29. THANK YOU! QUESTIONS? P.S. I’D LOVE TO HEAR FROM YOU! USHA.VISWANATHAN@STARNIK.COM AVAILABLE 24/7 J
- 30. EMPOWER YOUR CUSTOMER SUPPORT SOLUTIONS ANALYSTS! USHA.VISWANATHAN@STARNIK.COM USHA VISWANATHAN, PRESIDENT STARNIK SYSTEMS, INC.