2009-02-12 - VU Amsterdam - Customer Satisfaction and dealing with customers in the ICT sector

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Customer retention is vital for the survival of software development organizations, especially under current economic trend of global outsourcing. We show that the traditional definition of project success has a blind spot to aspects are extremely relevant for customer retention and show what softer factors are also important to consider when defining project succes in the organization.

Customer satisfaction Good products do not suffice…. Jaap van Ekris [email_address]

How to obtain a better grade without too much extra effort? Jaap van Ekris [email_address]

Process does matter for customers Repeat customer order Don’t speak (native) Dutch Employees are friendly to customers Employees ignore customers Process is clear to the customer Process is completely obfuscated Product is mediocre Product is good

Real critical incidents dissatisfying customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What does satisfy customers? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

An organized view on customer satisfaction Delivery Quality Product Quality Functionality

Functional quality? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Reliability / Meeting agreements ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Important sentences to remind ,[object Object],[object Object],[object Object],[object Object]

Empathic behavior ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Trust in your decission making ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Responsiveness ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Knowledgeable acting ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Visual appearance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Managing expectations ,[object Object],[object Object],[object Object],[object Object],Satisfaction = Perception - Expectations Desired level Adequate level Expected level

The pitfall of every projectleader ,[object Object],[object Object],[object Object],[object Object]

Making errors ,[object Object],[object Object],[object Object],[object Object]

A remark/recommendation/complaint ,[object Object],[object Object],[object Object],[object Object]

An example ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

I was looking for confirmation… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Conclusions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Destaque (9)

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2005-05-29 - TU/e p-colloqium - Ontwikkeling van betrouwbare software

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Testing safety critical systems: Practice and Theory (14-05-2013, VU Amsterdam)

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