SlideShare a Scribd company logo
Embracing Open
Customer Communication
Valentina Thörner - Head of Product at Klaus
@valedeoro
• Individuals and interactions over processes and tools.
• Working software over comprehensive documentation.
• Customer collaboration over contract negotiation.
• Responding to change over following a plan.
@valedeoro
- Agile Manifesto, 2000
Customer communication
≠
Customer collaboration
@valedeoro
“How can we stay in touch with our customers to ensure we
are building what they need - without falling into the trap of
on-demand feature creep?”
• Trust
• Honest collaboration
• In-depths case knowledge
@valedeoro
15.75%*
*GetResponse Email Marketing Benchmarks 2018
@valedeoro
Average email newsletter opening rate:
Back to Why:
Why do we want
to talk to our
customers?
● As the product owner, I want to make sure
that I understand how our customers use
the product, so I can discover and test
solutions with real life scenarios.
● As a Customer Success Agent, I want to be
able to easily stay in touch to make sure I
can help the customer on their product
journey.
● As a developer, I want to be able to ask
customers questions about bug reports.
@valedeoro
What if we invited our customers
into our Slack environment?
@valedeoro
● Regular sprint updates (and the
option to ask follow-up questions)

● Investigative questions and
explorations
● Feature request analysis
● Customer success conversations
● Information management
@valedeoro
From
communication
to collaboration
But… customers will be talking to you!
@valedeoro
@valedeoro
But… customers will be talking to you!
Yep, that’s a feature - not a bug!
83.92%*
*Klaus stats based on public customer channels 2019
@valedeoro
Average Slack reading rate:
Share.
Listen.
Iterate.
Rinse and repeat.
@valedeoro
Thank you! 🎉
https://klausapp.com
Twitter: @klausapp / @valedeoro
Instagram: @klauslikesyou / @valedeoro
Valentina Thörner
Head of Product at Klaus

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