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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