Keep Your Executives Close to Your Customers by Usha Viswanathan

HOW TO KEEP YOUR

EXECUTIVES CLOSE TO YOUR

CUSTOMERS

STARNIK SYSTEMS, INC.  

DEC. 9th, 2013  USHA VISWANATHAN  

FIRST, LET’S ORIENT OURSELVES.

FIRST, LET’S ORIENT OURSELVES.

FIRST, LET’S ORIENT OURSELVES.

FIRST, LET’S ORIENT OURSELVES.

OUR STORY

WHY IT MIGHT BE USEFUL TO YOU

A LITTLE ABOUT US… THE EARLY DAYS AT STARNIK

HEAD OF PRODUCT ENGINEERS PRODUCT

CUSTOMERS

BUT THEN… WE STARTED GROWING

HEAD OF PRODUCT ENGINEERS PRODUCT

NEW CUSTOMERS

OLD CUSTOMERS

CUSTOMER SUPPORT

WE LOST TOUCH WITH OUR CUSTOMERS JUST BUILT THINGS WE THOUGHT THEY WOULD LIKE

(AND HONESTLY)

AND THEN…WE DISCOVERED A GOLD MINE

HEAD OF PRODUCT ENGINEERS PRODUCT

NEW CUSTOMERS

OLD CUSTOMERS

CUSTOMER SUPPORT

WHAT HAPPENED? THE EVOLVING ROLE OF CUSTOMER SUPPORT AT STARNIK  

TO CHECK THE FINAL VERSION

GOOD

WHAT HAPPENED? THE EVOLVING ROLE OF CUSTOMER SUPPORT AT STARNIK  

TO CHECK THE FINAL VERSION

TO ADVISE IN DESIGN MEETINGS

GOOD BETTER

WHAT HAPPENED? THE EVOLVING ROLE OF CUSTOMER SUPPORT AT STARNIK  

TO CHECK THE FINAL VERSION

TO ADVISE IN DESIGN MEETINGS

TO ACTUALLY DESIGN THE

PRODUCT

GOOD BETTER BEST

OK USHA…

BUT HOW CAN

WE ACTUALLY

DO THIS?

OUR STORY

WHY IT MIGHT BE USEFUL TO YOU

LET THEM SPEAK IN THEIR OWN LANGUAGE.

1.  

LET THEM SPEAK IN THEIR OWN LANGUAGE. MICROSOFT PAINT

1.  

LET THEM SPEAK IN THEIR OWN LANGUAGE. MICROSOFT PAINT WHITEBOARDING

1.  

LET THEM SPEAK IN THEIR OWN LANGUAGE. MICROSOFT PAINT WHITEBOARDING WHATEVER

1.  

GIVE THEM VETO POWER.

2.  

GIVE THEM VETO POWER. REMEMBER, THESE ARE THE PEOPLE WHO KNOW WHAT THE CUSTOMER ACTUALLY WANTS.

2.  

BRING EVERYONE TO THE TABLE.

3.  

BRING EVERYONE TO THE TABLE. CUSTOMER SUPPORT + PRODUCT LEADS + EXECS

3.  

GIVE DIRECT ACCESS TO THE TOP.

4.  

GIVE DIRECT ACCESS TO THE TOP. IN CUSTOMER EMERGENCIES, LET THEM GO STRAIGHT TO EXECS.

4.  

SO…

HOW DO YOU KEEP YOUR

EXECUTIVES CLOSE TO YOUR

CUSTOMERS?

VIA CUSTOMER SUPPORT

VIA CUSTOMER SUPPORT SOLUTIONS ANALYSTS

THANK YOU!

QUESTIONS?

P.S. I’D LOVE TO HEAR FROM YOU!

[email protected]

AVAILABLE 24/7 J

EMPOWER YOUR

CUSTOMER SUPPORT SOLUTIONS ANALYSTS!

[email protected] USHA VISWANATHAN, PRESIDENT

STARNIK SYSTEMS, INC.