Have you ever got off the phone with a customer and thought to yourself, why didn’t they call sooner? Or, why don’t they let me know when such and such happens? If you’ve had these or similar thoughts, it may be natural to want to blame the customer in your mind and think they must be disorganized or don’t have…
Month: December 2014
Customer request is not customer value
Just because a customer asks for something, does not mean that what they ask for is actually valuable to them. And even if it’s valuable, it’s another thing to be worthwhile. To be worth more than it costs. When a customer makes a request, they’re starting a conversation. The first part of that conversation needs to be about why and…
Prioritize based on customer value too
Very few organizations involved in software development, and in many other industries, get to the point where they prioritize the work they do based on the value it will create. Most work is prioritized based on one person’s opinion about what should be done next. It might be something they perceive as important, something that will solve a problem they’re…