Jay Simons outlines a 3 step process for becoming a customer driven business: 1. Listen - Track key customer metrics like Net Promoter Score to understand customer sentiment. Regularly gather feedback to identify issues. 2. Learn - Analyze large volumes of unstructured customer feedback to understand both positive and negative experiences. Look for common themes and pain points. 3. Leverage - Use insights from customer data to prioritize improvements to areas like reliability, usability, and functionality. Expect changes to customer satisfaction to take time as improvements are implemented.

1. Don’t #@!% the Customer:
3 steps to being a customer driven business
Jay Simons
President, Atlassian

2. Hi! I’m Jay
@jaysimons

3. Our mission: unlock the potential in every

4. 50k+ 5M+
active
organizations
active
users
140+ countries

7. Customer success @ most companies

8. Customer success @ Atlassian

9. Customer success @ Atlassian
Three
Ls
listen
learn
leverage

10. Listen
Step #1

11. ActivityHappiness Commitment

12. MAUNPS Churn

13. NPS

14. 1 2 3 4 5 6 7 8 9 100
DETRACTORS PASSIVES PROMOTERS
% Promoters - % Detractors
Net Promoter Score
(NPS)

15. Out of 362 leading companies surveyed, 80%
believe they deliver a superior customer
experience, but only 8% of their customers agree.
BAIN & COMPANY

17. Billing & Tech Contacts NPS - Customer Sentiment
50,000+ +40 NPS

20. Billing, Tech Contacts & End Users NPS - Customer Sentiment
3+ Million +15 NPS

21. MAUNPS Churn

22. MAU

23. Only active users can gain value from your
offering
…gaining more should be celebrated
…losing some should be mourned
…all should be acknowledged, tracked and studied

24. -1000
-800
-600
-400
-200
0
200
400
600
800
1000
1200
Returning New
Resurrected Dormant from New
Dormant from Returning Dormant from Resurrected

25. MAUNPS Churn

26. Churn

27. The Churn double-click
Moving to
another
product
Project
complete

28. Learn
Step #2

30. “A lot of configuration that's not easy to get things working right. Underdeveloped "platform" style features to make it easyto add add-ons.”
“A task should be able to be assigned to more than one user as there might be different users working on the same task”
“All functionality is easyto find and navigate, the available optionsare appropriatelypowerful and exposed at appropriate levelsin the hierarchyof the expose
“All the features you'll ever need”
“An awesome product and service”
“An effective and comprehensive solution. Navigation
could be better.”
“Awesome to use, veryuser friendly and helps track issues efficiently.”
“Because you happened to ask me during a time that JIRA is not working as it should be.”
“Being able to group task by color and ease of use with moving taskaround. Burn down information.”
“Complete functionality, flexibility”
“Comprehensive but the admin interface is overlycomplex, plugins required for most desired functionality.”
“Consistence, but I feel it lacks of some featuresto
make management of projects easier. For instance
the possibility to see the milestonesand stuff to do
on them as a GANTT chart or similar. That's vital.
Plugins exist, none of them seem good enough. And
this is a core feature for project management, so it
shouldn't be a plugin.”
“Depends on the size of the team.”
“Ease of use, powerful tools and features, free.”
“Easy to use and keeps things organized”
“For simple projects it is over complex”
“From a Product Manager's perspective: Easy to backlog work, prioritize, sprint plan, and report!”
“Functionalityis fairly complete, but user interface is
at many places counter-intuitive.”
tyis great. But the interface is way too clunky; I have to do like 6 steps just to do simple things that should be atomic. Rehab the whole interface to make it simple
“Good because it has a lot of features, bad because it's not easyto find functionality I need sometimes as a result.”
“Great timesheet tracking and reporting tools.”
“I just love it. JIRA has the featuresthat I always wanted. So it deserves9/10”
“In cases of development a good tool to follow up the developments.”
“Issue tracking system that is
intuitive to use”
“It does almost everything I want it to do, in the way I want it to do it.”
“It is an awesome tool. I'd love to see better
support for mobile”
“It's a great tool for
managing project work”
“It's a little difficult to
new users.”
“It's a solid tool that can be used in many
cases, but might be too complex for
many tasks.”
“It's elaborate, but maybe
to elaborate”
“It's easy to use”
“Its feature packed but can be difficult to use for a beginner.”
80,000…each
month

31. Reliability
Performance,
up-time, quality
and security.
Usability
Complexity,
ease-of-use,
discoverability
of features.
Functionality
Missing
features.

32. Leverage
Step #3

36. 4. Celebrate the wins
3. Create a system
2. Change takes more time than you think
1. End-users matter (expect -20-30 pts)