Since my last Friday flare-up was on handling customization, this week I’ll explore some basic actionable steps to build into your processes (to handle customization successfully, duh!).

How does one address customer requests in a structured manner?  Establish bi-weekly calls with your customers.  During the calls inform them about new developments at your company.  Ask them about their needs.  Document their requests as wish list items so these requests are traceable.  Assess which requirements are in greater demand – maybe multiple customers are asking for them.  

Take these items to your organization’s professional services or development teams, or steering committees.  Push for them to be incorporated into your product or service.  In follow up meetings, proactively give your customers a status update.  Give them an approximate idea of the timeframe and costs.  Do not hesitate to quote a price.  There will always be room to negotiate.  Prior research into the customer’s budget, functionality’s market appeal and cost will help negotiate better.

Tomorrow – Handling Customization: Steering Committees

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