Leveraging the Voice of the Customer for Successful Software Product Development
Presented by: Steven Davis, Director, Requirements Engineering, Orasi Software
As soon as someone calls the help desk to complain, it's too late. Want to make customers happy? Want their loyalty? Want sustained revenue? Develop products and applications that meet their expectations. How?
Customer-Driven Development is based on the proactive elicitation of customer ideas, needs, preferences and opinions. Benefit from enhanced product planning, increased adoption rates, higher revenues and increased customer loyalty by placing emphasis on the voice of the customer from the very beginning of the software planning and development cycle.
Complementing traditional customer feedback methods and customer relationship management (CRM) solutions that provide valuable historical information about customer buying behaviors, proactive customer-driven development outlines ways to gather and prioritize customer input, leverage it in the requirements management phase and validate it in test management. From software and product development to enterprise-wide application implementations, make value-based decisions by aligning what you deliver with what customers want. The goal is developing a higher return on relationship with your customer.
This presentation will demonstrate the importance of:
- Proactively identifying key customers, both internal and external, that will assist in determining true customer value
- Defining a customer feedback strategy that represents the voice of most, if not all, customers
- Leveraging the voice of the customer in the requirements management process
- Testing customer-driven requirements
- Supporting collaborative customer-driven product development, requirements management and test management