What we've learned by Scruming Sales and Customer Support Teams

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Tomasz Wykowski, CST

The document discusses how Scrum was implemented for sales and support teams at a company. It led to improved efficiency in the first sprint by focusing on valuable work. A/B testing found that 75% of previous work was not valuable. Reviews no longer focused on physical products. Teams became more responsible and involved in experiments that could impact salaries. Transparency increased and physical tools were used. Sales teams transitioned to advisors. Support teams took on more creative work. Education focused more on value than specialization. Challenges included rapid growth. Teamwork through pairs discovered new power. Flow was maintained in disruptive environments. Teams grew responsibility and had fun. Scrum spread as a movement in the organization.

What We've Learned by
Scrumming Sales and
Support Teams
Justyna Wykowska, CSP
Tomasz Wykowski, CST
Scrum Gathering Minneapolis
April 16-18, 2018

@justynawykowska @twykowski
Customer Support

@justynawykowska @twykowski

@justynawykowska @twykowski
Sales Team
Improving
efficiency

@justynawykowska @twykowski
First Sprint
We’re busy!

@justynawykowska @twykowski
A/B Testing
75% of work
not bringing
value

@justynawykowska @twykowski
Reviews
No physical
product

@justynawykowska @twykowski
Responsibility
Involve the
team

@justynawykowska @twykowski
Salaries
Impacted by
experiments

@justynawykowska @twykowski
Transparency
Usage of physical
tools

@justynawykowska @twykowski
From Sales
To advisors

@justynawykowska @twykowski
Customer Support
Creative
work

@justynawykowska @twykowski
Education Team
Focus on value,
not specialization

@justynawykowska @twykowski

@justynawykowska @twykowski

@justynawykowska @twykowski
Challenge
2nd fastest
growing
company in
Europe

@justynawykowska @twykowski
Visualization
Thousands
of requests
weekly

@justynawykowska @twykowski
Teamwork
Discover
power of
pairs

@justynawykowska @twykowski
Flow
Keep focus in
disruptive
environment

@justynawykowska @twykowski
Great team
Growing
responsibility
and lot of fun

@justynawykowska @twykowski
Followers
Scrum
movement in
organization

@justynawykowska @twykowski

@justynawykowska @twykowski
Your Take-Aways

@justynawykowska @twykowski
Our Take-Aways
• Define your product and value added
• Ensure transparency
• Don’t Add Work, Remove.
• Create safe environment and space for
experiments
• Unleash team’s potential
• Ensure you are not punishing by rewards
• Team needs time and support

@justynawykowska @twykowski
Thank You!
Justyna Wykowska
Justyna.Wykowska@procognita.com
http://www.linkedin.com/in/justynawykowska
Tomasz Wykowski
Tomasz.Wykowski@procognita.com
http://www.linkedin.com/in/wykowski
https://blog.procognita.com/

Justyna Wykowska
Justyna.Wykowska@procognita.com
http://www.linkedin.com/in/justynawykowska
@justynawykowska

Tomasz Wykowski
Tomasz.Wykowski@procognita.com
http://www.linkedin.com/in/wykowski
@twykowski

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Organisational success today depends on effective communication and collaboration with individuals from cultures with varying beliefs and practices. Indeed, with the workforce increasingly comprised of people of varying cultural backgrounds, leaders must now prioritise the significance of cultural competence in the workplace. Ensuring cultural competence at every level of your organisation cannot be understated. While cultural disparities can manifest in different ways, as a leader, you must build deep and nuanced cultural competence skills and education to accurately spot, address and alleviate the various scenarios that can arise. Failing to recognise the importance of cultural competence or not acting to improve it can lead to cultural negligence. There are a few things to consider to ensure your organisation is on the right track. In this deck, you'll understand the importance of building cultural competence in the workplace. You'll also learn • The three (3) dimensions of Cultural Competence in the workplace • Key strategies to build a culturally competent workforce • Major benefits you stand to gain by having a culturally competent team.

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https://www.productmanagementtoday.com/frs/26795801/the-path-to-product-excellence--avoiding-common-pitfalls-and-enhancing-communication In the fast-paced world of digital innovation, success is often accompanied by a multitude of challenges - like the pitfalls lurking at every turn, threatening to derail the most promising projects. But fret not, this webinar is your key to effective product development! Join us for an enlightening session to empower you to lead your team to greater heights. Through compelling storytelling and actionable insights, learn to overcome challenges like misaligned objectives, communication breakdowns, and resistance to change. Takeaways: • Uncover and navigate through common pitfalls that are plaguing product teams today. • Explore proven solutions, laying the groundwork for triumphant product launches. • Gain inspiration from real-world success examples from top digital companies, offering invaluable insights into their winning strategies. • Discover how the symbiotic relationship between product managers, UX/UI designers, and developers can transform pitfalls into opportunities, propelling your product outcomes to unprecedented heights.

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What we've learned by Scruming Sales and Customer Support Teams

1. What We've Learned by Scrumming Sales and Support Teams Justyna Wykowska, CSP Tomasz Wykowski, CST Scrum Gathering Minneapolis April 16-18, 2018

2. @justynawykowska @twykowski Customer Support

3. @justynawykowska @twykowski

4. @justynawykowska @twykowski Sales Team Improving efficiency

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23. @justynawykowska @twykowski Your Take-Aways

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25. @justynawykowska @twykowski Thank You! Justyna Wykowska Justyna.Wykowska@procognita.com http://www.linkedin.com/in/justynawykowska Tomasz Wykowski Tomasz.Wykowski@procognita.com http://www.linkedin.com/in/wykowski https://blog.procognita.com/

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27. Tomasz Wykowski Tomasz.Wykowski@procognita.com http://www.linkedin.com/in/wykowski @twykowski