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Yegor Bugayenko
Make Customers Trust You

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200+projects
5M+
lines of code
500+programmers
80+clients
17years
outsourcing
I’m in software outsourcing business for over 17 years.

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zerocracy.com
Now I’m building the platform to help software teams improve their management.

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Trust =
$
The more clients trust us, the more they are willing to pay.

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“How do we look
when we trust them?”
— Clients
However, they understand that trust makes their position weaker.

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Like idiots.
Dumb and Dumber (1994)
This is how they think they look (this slide is from PMCon presentation).

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Trust Stupid=
They know that trust happens when you are just too stupid to control.

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Control
Illusion of
We must give them the control, or the illusion of it. Or maybe not just an illusion.

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4
Metrics.
Automation.
Tech reviews.
Transparent motivation.
Let’s use these four techniques to shift control to the client side, for good.

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Metrics.
1
Without metrics there is no control, not even an illusion of it.

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“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

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Lines-of-Code
Hits-of-Code
Bugs
Coverage
Deployments
Hours
These are the metrics we’re presenting to our clients.

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Automation.
2
When things are automated clients know that the control is in their hands.

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One-click release.
The release must happen in one click and the client has to make it, time to time.
rultor.com

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Frequent releases.
You must release frequently, to ensure that the pipeline is not dead.
After each pull request

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Code ownership.
Let your client own the source code repository.

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Technical Reviews.
3
The client must know that our work is regularly reviewed by a third-party.

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Independent
Regular
Formal
Critical
Experts
Independent technical reviews must follow a few basic principles.

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I explained independent technical reviews in more details at this presentation.
How to avoid outsourcing disaster.

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Transparent Motivation.
4
Clients know that our financial goals are opposite and it makes them nervous.

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$15 $50/hr
Neither fixed-cost nor time-and-material help your clients trust you more.

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Fine-Grained Mechanism.
Micro-Milestone Based.
Make sure your billing schedule is based on deliverables, not time spent.

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