Title: Customer Success: The Missing Link in the Feedback Loop to Engineering
Being responsible for the success of 10,000+ customers is a big challenge. This is especially true when success cannot be generalized to fit every customer.
Using principles adopted from DevOps and Agile, we developed and implemented a new strategy to focus on our customers’ success. As a result, we discovered better insight into customer behavior, shortened feedback loops from customers to our product developers, and increased transparency between internal business units. This was all in an effort to better meet the needs of our customers and has been a huge success.
In this talk, I’ll define Customer Success, show philosophical similarities to DevOps, and outline challenges we faced implementing Success into our organization.
Audience members will learn: