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Keep Your Executives Close to Your Customers by Usha Viswanathan
 

Keep Your Executives Close to Your Customers by Usha Viswanathan

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Keep Your Executives Close to Your Customers by Usha Viswanathan

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 Keep Your Executives Close to Your Customers by Usha Viswanathan Presentation Transcript

    • HOW TO KEEP YOUR EXECUTIVES CLOSE TO YOUR CUSTOMERS DEC. 9th, 2013   USHA VISWANATHAN   STARNIK SYSTEMS, INC.  
    • 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 CUSTOMER SUPPORT OLD CUSTOMERS ENGINEERS PRODUCT NEW CUSTOMERS
    • WE LOST TOUCH WITH OUR CUSTOMERS (AND HONESTLY) JUST BUILT THINGS WE THOUGHT THEY WOULD LIKE
    • AND THEN…WE DISCOVERED A GOLD MINE CUSTOMER SUPPORT HEAD OF PRODUCT OLD CUSTOMERS ENGINEERS PRODUCT NEW CUSTOMERS
    • 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
    • 1.  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
    • 2. GIVE THEM VETO   POWER.
    • 2. GIVE THEM VETO   POWER. REMEMBER, THESE ARE THE PEOPLE WHO KNOW WHAT THE CUSTOMER ACTUALLY WANTS.
    • 3. BRING EVERYONE   TO THE TABLE.
    • 3. BRING EVERYONE   TO THE TABLE. CUSTOMER SUPPORT + PRODUCT LEADS + EXECS
    • 4. GIVE DIRECT   ACCESS TO THE TOP.
    • 4. GIVE DIRECT   ACCESS TO THE TOP. IN CUSTOMER EMERGENCIES, LET THEM GO STRAIGHT TO EXECS.
    • SO… HOW DO YOU KEEP YOUR EXECUTIVES CLOSE TO YOUR CUSTOMERS?
    • VIA CUSTOMER SUPPORT
    • VIA CUSTOMER SUPPORT SOLUTIONS ANALYSTS
    • THANK YOU! QUESTIONS? P.S. I’D LOVE TO HEAR FROM YOU! USHA.VISWANATHAN@STARNIK.COM AVAILABLE 24/7 J
    • EMPOWER YOUR CUSTOMER SUPPORT SOLUTIONS ANALYSTS! USHA.VISWANATHAN@STARNIK.COM USHA VISWANATHAN, PRESIDENT STARNIK SYSTEMS, INC.