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Make Customers Trust You
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Yegor Bugayenko
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BDMSummit 2017; 17 June 2017; Kiev, Ukraine; video is here:
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Yegor Bugayenko
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Make Customers Trust You
1.
/20@yegor256 1 Yegor Bugayenko Make
Customers Trust You
2.
/20@yegor256 2 200+projects 5M+ lines of
code 500+programmers 80+clients 17years outsourcing I’m in software outsourcing business for over 17 years.
3.
/20@yegor256 3 zerocracy.com Now I’m
building the platform to help software teams improve their management.
4.
/20@yegor256 4 Trust = $ The
more clients trust us, the more they are willing to pay.
5.
/20@yegor256 5 “How do
we look when we trust them?” — Clients However, they understand that trust makes their position weaker.
6.
/20@yegor256 6 Like idiots. Dumb
and Dumber (1994) This is how they think they look (this slide is from PMCon presentation).
7.
/20@yegor256 7 Trust Stupid= They
know that trust happens when you are just too stupid to control.
8.
/20@yegor256 8 Control Illusion of We
must give them the control, or the illusion of it. Or maybe not just an illusion.
9.
/20@yegor256 9 4 Metrics. Automation. Tech reviews. Transparent
motivation. Let’s use these four techniques to shift control to the client side, for good.
10.
/40@yegor256 10 Metrics. 1 Without metrics
there is no control, not even an illusion of it.
11.
/40@yegor256 11 “If you
can't measure it, you can't manage it.” Without metrics there is no control, not even an illusion of it. — Peter Drucker
12.
/40@yegor256 12 Lines-of-Code Hits-of-Code Bugs Coverage Deployments Hours These are
the metrics we’re presenting to our clients.
13.
/40@yegor256 13 Automation. 2 When things
are automated clients know that the control is in their hands.
14.
/40@yegor256 14 One-click release. The
release must happen in one click and the client has to make it, time to time. rultor.com
15.
/40@yegor256 15 Frequent releases. You
must release frequently, to ensure that the pipeline is not dead. After each pull request
16.
/40@yegor256 16 Code ownership. Let
your client own the source code repository.
17.
/40@yegor256 17 Technical Reviews. 3 The
client must know that our work is regularly reviewed by a third-party.
18.
/40@yegor256 18 Independent Regular Formal Critical Experts Independent technical
reviews must follow a few basic principles.
19.
/40@yegor256 19 I explained
independent technical reviews in more details at this presentation. How to avoid outsourcing disaster.
20.
/40@yegor256 20 Transparent Motivation. 4 Clients
know that our financial goals are opposite and it makes them nervous.
21.
/40@yegor256 21 $15 $50/hr Neither
fixed-cost nor time-and-material help your clients trust you more.
22.
/40@yegor256 22 Fine-Grained Mechanism. Micro-Milestone
Based. Make sure your billing schedule is based on deliverables, not time spent.
23.
/20@yegor256 23