Four Techniques for Delighting Your Customers

Home  >  Articles  > 







Four Techniques for Delighting Your Customers

by Ryan Shriver

July 6, 2010


Agile teams pride themselves on delivering solutions that delight their customers, but in practice they can easily confuse those persons paying for the solution (customers) and those using the solution (users). The elementary agile requirement--user stories--often only further reinforces this. By failing to distinguish between these two sets of stakeholders and their respective needs, agile teams can miss value-creation opportunities.

While attending a recent Certified Product Owner course, I learned some simple techniques for better defining the customer and their desires. This article will introduce some of these techniques that help ensure teams know who their customers and users are, who they are not and how to create winning solutions for delivering value.

Customers vs. Users
While both customers and users can be considered stakeholders, they are not the same. Customers make purchasing decisions whereas users interact directly with your product or solution.



Please login/register to read the entire article.





sponsored announcements and special offers
Position yourself for success with Florida Tech's MBA in Project Management, accredited by PMI® GAC. There's no GMAT or GRE required, and you'll also qualify for 1,500 experience hours that can be used toward earning a prestigious PMP® credential.
The Enterprise PPM and PMO Blue Print. Learn strategies and best practices for taking a top-down, enterprise-wide approach to PPM processes and system deployment. To learn more and register now, click here!



"Very deep. You should send that into Reader's Digest, they've got a page for people like you."
- Douglas Adams