customer
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🛠️ Do things that don't scale
From Paul Graham’s popular essay Do Things That Don’t Scale: Over-engaging with early users is not just a permissible technique for getting growth rolling. For most successful startups it’s a necessary part of the feedback loop that makes …
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⚖️ Reliability, Cost, and Value
Everything has a cost and value to the customer. How much value does the customer put on 99.999% reliability vs the value of other features they need? If one system out of a thousand fails every 3 years (0.033% failure rate per year), what …
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🤝 Modern product development is a collaborative endeavor
There is no way around this – even if you are a Company of One. You must collaborate with: ▶ OSS communities who provide the tools and software you use, ▶ Your customers – if you are not learning from them, you probably won’t understand and…
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👤 Who is our "customer"?
Your “customer” is someone who derives value and uses what you produce. Customers are both internal and external to your organization. While it is good to focus on the flow of primary business value to the end-customer (that is what pays th…
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👥 Your team as the customer
Previously we defined our “customer” as someone who derives value from what we do. While it is useful to think of how the primary business value is flowing, hopefully we are providing value to our team as well as people outside our team. So…
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👥 Who is the customer in organizational hierarchy?
In a business organization hierarchy, where E (engineer) reports to M (manager), who is the customer in the E - M relationship? Our first inclination may be to think M is the customer – M is the boss, E should make M happy. But, lets think …
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👤 Confusion about when we are the customer
In our modern, entitled, self-serving consumer culture, we tend to be confused about when we are the customer or not. If we work for pay, our job is to do something to benefit someone else – our customer. We are not the customer in this sce…
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🕊️ Simple -- from whose perspective?
“Just keep it simple” – we sometimes hear this. But from whose perspective? Legal/IP Management IT Financial R&D Security Sustaining engineering Purchasing Manufacturing Quality Sales/Marketing Customer support End User/Customer How d…