SlideShare uses cookies to improve functionality and performance, and to provide you with relevant advertising. If you continue browsing the site, you agree to the use of cookies on this website. See our User Agreement and Privacy Policy.
SlideShare uses cookies to improve functionality and performance, and to provide you with relevant advertising. If you continue browsing the site, you agree to the use of cookies on this website. See our Privacy Policy and User Agreement for details.
Successfully reported this slideshow.
Activate your 14 day free trial to unlock unlimited reading.
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.