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
MEETIN...
WHAT HAPPENED?
THE EVOLVING ROLE OF
CUSTOMER SUPPORT
AT STARNIK	
  
TO CHECK
THE FINAL
VERSION

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