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2008-02-07 - VU Amsterdam - Customer Satisfaction and dealing with customers in the IT Industry

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Jaap van Ekris
Jaap van Ekris

Customer retention is vital for the survival of software development organizations, especially under current economic trend of global outsourcing. We show that the traditional definition of project success has a blind spot to aspects are extremely relevant for customer retention and show what softer factors are also important to consider when defining project succes in the organization.

BusinessEducation
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Customer satisfaction Good products do not suffice…. Jaap van Ekris [email_address]
How to obtain a better grade without too much extra effort? Jaap van Ekris [email_address]
My background
Your project goals
Process does matter for customers Repeat customer order Don’t speak (native) Dutch Employees are friendly to customers Employees ignore customers Process is clear to the customer Process is completely obfuscated Product is mediocre Product is good
Real critical incidents dissatisfying customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What does satisfy customers? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
An organized view on customer satisfaction
Functional quality? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Reliability / Meeting agreements ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Important sentences to remind ,[object Object],[object Object],[object Object],[object Object]
Trust ,[object Object],[object Object],[object Object],[object Object],[object Object]
Empathic behavior ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Responsiveness ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Knowledgeable acting ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Visual appearance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Managing expectations ,[object Object],[object Object],[object Object],[object Object],Satisfaction = Perception - Expectations Desired level Adequate level Expected level
The pitfall of every projectleader ,[object Object],[object Object],[object Object],[object Object]
If you do mess up…
Making errors ,[object Object],[object Object],[object Object],[object Object]
A remark/recommendation/complaint ,[object Object],[object Object],[object Object],[object Object]
An example ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
I was looking for confirmation… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Conclusions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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2008-02-07 - VU Amsterdam - Customer Satisfaction and dealing with customers in the IT Industry

  • 1. Customer satisfaction Good products do not suffice…. Jaap van Ekris [email_address]
  • 2. How to obtain a better grade without too much extra effort? Jaap van Ekris [email_address]
  • 5. Process does matter for customers Repeat customer order Don’t speak (native) Dutch Employees are friendly to customers Employees ignore customers Process is clear to the customer Process is completely obfuscated Product is mediocre Product is good
  • 6.
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  • 8. An organized view on customer satisfaction
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  • 19. If you do mess up…
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Editor's Notes

  1. Capability Maturity Modeling 27 juni 2000 Masterclass ICT
  2. Capability Maturity Modeling 27 juni 2000 Masterclass ICT
  3. Capability Maturity Modeling 27 juni 2000 Masterclass ICT Met name de laatste was een verrassing: medewerkers associeerden de kwaliteit van de spelling (iets dat ze wel konden meten) met de inhoudelijke kwaliteit van het document!
  4. Capability Maturity Modeling 27 juni 2000 Masterclass ICT
  5. Capability Maturity Modeling 27 juni 2000 Masterclass ICT De perceptie is de bepalende factor: Adequate < Expected < Perceptie  Satisfied Adequate < Perceptie < Expected  Niet tevreden Perceptie < Adequate < Expected  Rechter
  6. Capability Maturity Modeling 27 juni 2000 Masterclass ICT Het omgekeerde is ook waar!
  7. Capability Maturity Modeling 27 juni 2000 Masterclass ICT Is dit een natrappen/zeikmoment? Dit is een TEST!! Waar ben ik op uit met deze klacht