Customer Feedback Management – 7 Habits of Highly Effective Customer Feedback Process

• Abstract: If loyal customers are the essence of what makes companies successful, why is it that so many organizations fail to involve their customers when developing software products? Depending on which analysts’ reports you read, between 60% and 90% of all new product rollouts fail. More importantly, the number one reason for this failure is lack of customer involvement. When we don’t involve our customers throughout the planning and development process we are at high risk of incurring:

• Cost overruns
• Missed opportunities and expectations
• Lost customers
• Failed products and lost revenue
Since we are aware of these risks, why do so many companies continue to ignore the needs of their customers when it comes to developing and maintaining market-driven products?

What You'll Learn - Larry Boldt will share with you the importance of having an effective Customer Feedback Management process to ensure that customer’s have a voice in product planning and development. In addition to an effective process, the people and technology aspects will also be discussed ensuring that the process can be implemented successfully.

The Take-Away - Seven habits or behaviors of an effective customer feedback process are provided as a checkpoint for attendees to measure the effectiveness of their customer feedback process.

• Larry Boldt is an accomplished software engineering manager and developer with over 30 years of experience in managing and providing business process improvement products and services to Global 1500 companies. Larry’s areas of functional expertise include: product management, requirements management, process management, change management, software quality management, and system implementation. As the VP of Customer Management for Orasi Software, he is responsible for product strategy and initiatives supporting customer satisfaction and loyalty. Larry holds a Masters of Science degree in Organizational Management from Maryville University.