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/TRANSCRIPT
HOW TO KEEP YOUR
EXECUTIVES CLOSE TO YOUR
CUSTOMERS
STARNIK SYSTEMS, INC.
DEC. 9th, 2013 USHA VISWANATHAN
FIRST, LET’S ORIENT OURSELVES.
FIRST, LET’S ORIENT OURSELVES.
FIRST, LET’S ORIENT OURSELVES.
FIRST, LET’S ORIENT OURSELVES.
OUR STORY
WHY IT MIGHT BE USEFUL TO YOU
A LITTLE ABOUT US… THE EARLY DAYS AT STARNIK
HEAD OF PRODUCT ENGINEERS PRODUCT
CUSTOMERS
BUT THEN… WE STARTED GROWING
HEAD OF PRODUCT ENGINEERS PRODUCT
NEW CUSTOMERS
OLD CUSTOMERS
CUSTOMER SUPPORT
WE LOST TOUCH WITH OUR CUSTOMERS JUST BUILT THINGS WE THOUGHT THEY WOULD LIKE
(AND HONESTLY)
AND THEN…WE DISCOVERED A GOLD MINE
HEAD OF PRODUCT ENGINEERS PRODUCT
NEW CUSTOMERS
OLD CUSTOMERS
CUSTOMER SUPPORT
WHAT HAPPENED? THE EVOLVING ROLE OF CUSTOMER SUPPORT AT STARNIK
TO CHECK THE FINAL VERSION
GOOD
WHAT HAPPENED? THE EVOLVING ROLE OF CUSTOMER SUPPORT AT STARNIK
TO CHECK THE FINAL VERSION
TO ADVISE IN DESIGN MEETINGS
GOOD BETTER
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
OK USHA…
BUT HOW CAN
WE ACTUALLY
DO THIS?
OUR STORY
WHY IT MIGHT BE USEFUL TO YOU
LET THEM SPEAK IN THEIR OWN LANGUAGE.
1.
LET THEM SPEAK IN THEIR OWN LANGUAGE. MICROSOFT PAINT
1.
LET THEM SPEAK IN THEIR OWN LANGUAGE. MICROSOFT PAINT WHITEBOARDING
1.
LET THEM SPEAK IN THEIR OWN LANGUAGE. MICROSOFT PAINT WHITEBOARDING WHATEVER
1.
GIVE THEM VETO POWER.
2.
GIVE THEM VETO POWER. REMEMBER, THESE ARE THE PEOPLE WHO KNOW WHAT THE CUSTOMER ACTUALLY WANTS.
2.
BRING EVERYONE TO THE TABLE.
3.
BRING EVERYONE TO THE TABLE. CUSTOMER SUPPORT + PRODUCT LEADS + EXECS
3.
GIVE DIRECT ACCESS TO THE TOP.
4.
GIVE DIRECT ACCESS TO THE TOP. IN CUSTOMER EMERGENCIES, LET THEM GO STRAIGHT TO EXECS.
4.
SO…
HOW DO YOU KEEP YOUR
EXECUTIVES CLOSE TO YOUR
CUSTOMERS?
VIA CUSTOMER SUPPORT
VIA CUSTOMER SUPPORT SOLUTIONS ANALYSTS
EMPOWER YOUR
CUSTOMER SUPPORT SOLUTIONS ANALYSTS!
[email protected] USHA VISWANATHAN, PRESIDENT
STARNIK SYSTEMS, INC.