make customers trust you
TRANSCRIPT
/20@yegor256 1
Yegor Bugayenko
Make Customers Trust You
/20@yegor256 2
200+projects
5M+lines of code
500+programmers
80+clients
17years
outsourcing
I’m in software outsourcing business for over 17 years.
/20@yegor256 3
zerocracy.comNow I’m building the platform to help software teams improve their management.
/20@yegor256 4
Trust = $The more clients trust us, the more they are willing to pay.
/20@yegor256 5
“How do we look when we trust them?”
— Clients
However, they understand that trust makes their position weaker.
/20@yegor256 6
Like idiots.
Dumb and Dumber (1994)
This is how they think they look (this slide is from PMCon presentation).
/20@yegor256 7
Trust Stupid=
They know that trust happens when you are just too stupid to control.
/20@yegor256 8
ControlIllusion of
We must give them the control, or the illusion of it. Or maybe not just an illusion.
/20@yegor256 9
4Metrics.Automation.Tech reviews.Transparent motivation.
Let’s use these four techniques to shift control to the client side, for good.
/40@yegor256 10
Metrics.
1
Without metrics there is no control, not even an illusion of it.
/40@yegor256 11
“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
/40@yegor256 12
Lines-of-Code
Hits-of-Code
Bugs
Coverage
DeploymentsHours
These are the metrics we’re presenting to our clients.
/40@yegor256 13
Automation.
2
When things are automated clients know that the control is in their hands.
/40@yegor256 14
One-click release.
The release must happen in one click and the client has to make it, time to time.
rultor.com
/40@yegor256 15
Frequent releases.
You must release frequently, to ensure that the pipeline is not dead.
After eachpull request
/40@yegor256 16
Code ownership.
Let your client own the source code repository.
/40@yegor256 17
Technical Reviews.
3
The client must know that our work is regularly reviewed by a third-party.
/40@yegor256 18
Independent
Regular
Formal
Critical
ExpertsIndependent technical reviews must follow a few basic principles.
/40@yegor256 19
I explained independent technical reviews in more details at this presentation.
How to avoid outsourcing disaster.
/40@yegor256 20
Transparent Motivation.
4
Clients know that our financial goals are opposite and it makes them nervous.
/40@yegor256 21
$15 $50/hr
Neither fixed-cost nor time-and-material help your clients trust you more.
/40@yegor256 22
Fine-Grained Mechanism.Micro-Milestone Based.
Make sure your billing schedule is based on deliverables, not time spent.
/20@yegor256 23