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WSO2Con USA 2017: Building a Successful Delivery Team for Customer Success


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Ensuring customer success is the the highest priority when we engage with customers. We need to strive to get the customers into production within the shortest time possible to make sure they have sustainable use of WSO2 products. The key to success is to understand the right products for the solution, define an iterative architecture, come up with an agile engagement model and define clarity in terms of scope and acceptance.
The WSO2 Delivery team is well experienced in ensuring customer success with their experiences in the support and services space. Join this session to learn how to best position WSO2 products and learn some best practices in the engagement models.

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WSO2Con USA 2017: Building a Successful Delivery Team for Customer Success

  1. 1. Building a Successful Delivery Team for Customer Success Samisa Abeysinghe VP – Delivery WSO2
  2. 2. Support Services Delivery
  3. 3. Focus: Customer Success Get them into production!
  4. 4. Production? Meaningful use of WSO2 products for business use cases
  5. 5. Challenges • When in production? – Waterfall vs agile – Analysis paralysis – Iterative architecture – First things first Figure out how the business can make use of it in an incremental manner over time
  6. 6. Engagement Model • Figuring out the right model is key • Start with the architecture • Engage with services • Extend help with support QSP Service s Support
  7. 7. Your Team • Architects • Delivery Managers • Technology Area Specialists • Product Specialists • QA • DevOps • Tech Content
  8. 8. Train Your Team 1 of 4 • Architects • Solution architecture design • Product mappings • Patterns and best practices • Delivery Managers • Requirements, change, schedule management • Dependency management • Upstream: ports, instances, patches • Downstream: UAT, User app • Expectations management
  9. 9. Train Your Team 2 of 4 • Technology Area Specialists • Breadth of the technology focus area • Key technologies, alternatives and what to use when • Integration points • Product Specialists • What the product does, inside out • How to use the product • How to develop on top of the products • How to extend the product using extension points • How to debug the product
  10. 10. Train Your Team 3 of 4 • QA • Requirements and use cases • Test plan • Test results • DevOps • Deployment patterns and best practices • Deployment automation • Toolset used • Collaboration
  11. 11. Train Your Team 4 of 4 • Tech Content • Requirements, test plan, test results, UAT • Deployment • Unify terminology across teams
  12. 12. Rigor • Do we really need all of these? All these roles? –Depends on the scale and budget of the project –But some things cannot be overlooked or taken for granted • Think of all roles at early stage –For example, the test plan should be in place from day one • Go case by case • Review early, review often –Course corrections need to happen from day one •Not only in last month or last week
  13. 13. Streamline Everything Requirements Schedule Test Plan Test Results UAT
  14. 14. There is More • When it is done, it is NOT DONE-DONE ☹ • After the project is done, what about –Solution specific bugs & change requests –User questions • Application Support & Warranty • The need for a phase 2 or version 2 of the solution –More money and more time •Customers may not like it •But set the expectations right
  15. 15. Thank You!