make customers trust you

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Yegor Bugayenko

Make Customers Trust You

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200+projects

5M+lines of code

500+programmers

80+clients

17years

outsourcing

I’m in software outsourcing business for over 17 years.

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zerocracy.comNow I’m building the platform to help software teams improve their management.

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Trust = $The more clients trust us, the more they are willing to pay.

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“How do we look when we trust them?”

— Clients

However, they understand that trust makes their position weaker.

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Like idiots.

Dumb and Dumber (1994)

This is how they think they look (this slide is from PMCon presentation).

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Trust Stupid=

They know that trust happens when you are just too stupid to control.

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ControlIllusion of

We must give them the control, or the illusion of it. Or maybe not just an illusion.

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4Metrics.Automation.Tech reviews.Transparent motivation.

Let’s use these four techniques to shift control to the client side, for good.

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Metrics.

1

Without metrics there is no control, not even an illusion of it.

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“If you can't measure it, you can't manage it.”

Without metrics there is no control, not even an illusion of it.

— Peter Drucker

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Lines-of-Code

Hits-of-Code

Bugs

Coverage

DeploymentsHours

These are the metrics we’re presenting to our clients.

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Automation.

2

When things are automated clients know that the control is in their hands.

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One-click release.

The release must happen in one click and the client has to make it, time to time.

rultor.com

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Frequent releases.

You must release frequently, to ensure that the pipeline is not dead.

After eachpull request

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Code ownership.

Let your client own the source code repository.

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Technical Reviews.

3

The client must know that our work is regularly reviewed by a third-party.

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Independent

Regular

Formal

Critical

ExpertsIndependent technical reviews must follow a few basic principles.

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I explained independent technical reviews in more details at this presentation.

How to avoid outsourcing disaster.

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Transparent Motivation.

4

Clients know that our financial goals are opposite and it makes them nervous.

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$15 $50/hr

Neither fixed-cost nor time-and-material help your clients trust you more.

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Fine-Grained Mechanism.Micro-Milestone Based.

Make sure your billing schedule is based on deliverables, not time spent.

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