customer satisfaction

Articles

Drive Product Delivery Taking Vision to Reality: Using Agile to Drive Product Delivery

Product development organizations that skip or rush through critical preplanning activities run the risk of failure. Organizations that use a more agile approach to product development ensure that the teams work on the right things, have the right amount of dialogue with their business partners, and produce the right amount of value to the product.
Jack Walser's picture Jack Walser
March 11, 2015
Hoarding: How to Prioritize Features to Clean Up the Clutter

Hoarding is an incredibly common—but usually unnamed and invisible—phenomenon in corporate software development. If you’ve been doing agile for a while, you are no doubt aware of the cost of hoarding and you’ve probably removed much of it, but what happens when you aren't doing agile yet? Clarke Ching explains how to counter hoarding by prioritizing the right features.
Clarke Ching's picture Clarke Ching
February 12, 2013
Agile Customer Validation Vision

When applying validation, should you limit yourself to the end-of-sprint review or demo—the practice most people associate with agile validation—or should you utilize other validation types where customers provide feedback? Where do the customers who attend validation sessions come from? In this article, you will learn about the importance of the ACVV and how to establish a vision to benefit the product and each project therein.
Mario Moreira's picture Mario Moreira
July 1, 2011
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Better Software Magazine Articles

Customer Satisfaction: What to Ask, How to Ask, and Who to Ask

Improving customer satisfaction should be a primary goal of process improvement programs. So how satisfied are our customers? One of the best ways to find out is to ask them. Here are techniques for creating a useful survey and interpreting the results.
Linda Westfall
June 26, 2002
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Interviews

Effective Software Quality Management The Blueprint for Effective Software Quality Management: An Interview with Neeraj Tripathi

In this interview, Neeraj Tripathi, vice president of Global QA at Infor, goes over the principles of effective software quality management. He explains how to measure customer satisfaction and how active QA involvement eliminates defects early and shifts quality left.
Josiah Renaudin's picture Josiah Renaudin
April 22, 2016
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Conference Presentations

Software Customer Satisfaction Surveys

Satisfying our customers is an essential element to staying in business in this modern world of global competition. We must satisfy and even delight our customers with the value of our software products and services to gain their loyalty and repeat business. Customer satisfaction is therefore a primary goal of process improvement programs. So how satisfied are our customers? One of the best ways to find out is to ask them using Customer Satisfaction Surveys. This paper includes details on designing your own software customer satisfaction questionnaire, tracking survey results and example reports that turn survey data into useful information.
Linda Westfall, The Westfall Team
Gaps, Traps, and Overlaps: Communication Flaws and How to Fix Them

In some organizations, communication flaws are rampant and muddled messages are the norm. Success in software efforts is often hindered by communication that is incomprehensible, ambiguous, misdirected, ill-timed--or lacking when it is most needed. The result? Rocky relationships, topsy-turvy teamwork, precarious projects, and crazed customers. The situation is not hopeless, though. In fact, making changes is surprisingly easy. In a presentation that is both serious and light-hearted, Naomi Karten shares ideas, experiences, and advice to help you detect, correct, and prevent some of the most common communication snafus.
Naomi Karten, Karten Associates
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