5 Ways To Apply 'Agile' To Customer Relationships - InformationWeek

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5 Ways To Apply 'Agile' To Customer Relationships
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batye
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batye,
User Rank: Ninja
12/1/2014 | 1:46:29 AM
Re: Assessment has always been a good irst step
this days proper assesment is a must... or have idea/know your customers needs/req...
yalanand
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yalanand,
User Rank: Ninja
11/29/2014 | 3:10:41 AM
Re: Assessment has always been a good irst step
@kstaron: Do you think that the customer relationships depend upon how much assessment you do about your potential customers?
yalanand
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yalanand,
User Rank: Ninja
11/29/2014 | 3:05:43 AM
Re: 5 Ways To Apply 'Agile' To Customer Relationship
"I think relationship management is very much contingent upon the amount of focus you give on your existing customers and what do you do to make them continue feeling special."

@tzubair: I agree with you. Understanding customer liking patterns and making necessary regulations to please the customers yields in a long term trust from the customers. That is the rule to market success.
tzubair
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tzubair,
User Rank: Ninja
11/27/2014 | 12:16:09 PM
Re: 5 Ways To Apply 'Agile' To Customer Relationship
"You may not be able to get the one-on-one relationship with your customer that you could in years gone by, but you can easily retain and manage a complex relationship and set of needs in a way that makes it feel like one, if you put in a little extra work."

@zerox203: I think relationship management is very much contingent upon the amount of focus you give on your existing customers and what do you do to make them continue feeling special. A lot of companies actually pay very little attention to their existing customers and focus more on the acquisition of new ones. They end up with very high churn rates whereas the existing customers are far more profitable at times.

 
tzubair
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tzubair,
User Rank: Ninja
11/27/2014 | 11:52:34 AM
Customer buy-in
I think agility in customer relationships does prove to be handy in ensuring that the entire system gets developed through an agile model. The best part about it is how the customer buy-in is being achieved at the initial stages. In most IT projects, the end users get to know about the system at the very end after everything has been done. Getting a buy-in at that stage takes much more time and takes away the agility from the project. A buy-in at the initial stages does make a lot of difference.
zerox203
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zerox203,
User Rank: Ninja
11/26/2014 | 12:55:33 PM
Re: 5 Ways To Apply 'Agile' To Customer Relationship
I definitely want to echo what others are saying about this approach - it may seem like an awful lot of work upfront and some of these points may seem a bit basic (having buy-in from stakeholders is better than not having it), but an ounce of prevention is really worth a pound of cure. Moreover, acquiring that ounce is a bit of a lost art in modern business - it's precisely thanks to all the technology at our fingertips, though, that we can manage these relationships more effectively, quickly and easily. You may not be able to get the one-on-one relationship with your customer that you could in years gone by, but you can easily retain and manage a complex relationship and set of needs in a way that makes it feel like one, if you put in a little extra work.

All that said, I wonder how useful this specific approach will be for a large variety of businesses. What if you have a large variety of smaller customers with disparate needs? What if you really are just selling infrastructure or something else from a short list of predefined packages? Your customer may not be looking for you to be this transformative to their business, and that's part of meeting their needs, too. I was expecting more suggestions on how to apply agile methodology internally (at your company) in your customer relationship management process to make for a more seamless experience for the customer, rather than how to embark on an agile journey together with your customer (as this seems more situational). Still some very good insight in here, though.
kstaron
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kstaron,
User Rank: Ninja
11/26/2014 | 9:15:58 AM
Assessment has always been a good irst step
I've used something similar in this when writing training materials. The very first step is assessment. You have to know where the goal is for training and where the people are at that will be taking the course. You write a different course for experts in their field than those just starting out. Assessment is handy to start with no matter what business you are in. Know your customers and know what they need so you can get them the right product.
alexismonville
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alexismonville,
User Rank: Apprentice
11/25/2014 | 2:57:29 PM
Re: No BS
Thanks for your feedback!
Shane M. O'Neill
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Shane M. O'Neill,
User Rank: Author
11/25/2014 | 1:22:55 PM
No BS
I love the no-nonsense nature of this approach. Mandatory in-person workshops with clear rules and clear goals, and measured results. 


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