KNOWING YOUR CUSTOMER

COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

KNOWING YOUR CUSTOMER

Rekha Ashok05-12-2014

Outline

Way Outs

to Know

Know Your

to Know

Listen and Act

to Know

Know Your Customer

Observe

to Know

Focus

to Know

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COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

to Know

Way Outs to Know

Easy Practice

• How different is the job profile of the listed audience?

• How is a document catering to

Company Profile

• What is the profile of my organization?

• Where does my product stand in

Customer Facing Teams

• Advantage of initiating informal communications

• Understand role of the • How is a document catering to multiple and unique needs?

• How different is the business need of our customer?

• Where does my product stand in the outline?

Customer Profile

What is the role of my document in customer’s job?

• Understand role of the document in their profile

• Beware of customer specific services team

• Serving customer facing team is as good as serving your customer

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COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Listen and Act to Know

• Achieve periodic interaction through right execution

• Derive vital actions as outcome of each communications

• Help customers understand our systems

• Demonstrate how interfaces work to provide feedback

• Encourage customer to complain by providing simple interface

Right attitude

• Deal with comments by analyzing root cause and taking corrective and preventive action

•to provide feedback

• Help customers to access documents

• Explain document control policy

4

COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Right attitude

Observe to Know

• Know your competitors and their documents of same domain

• Opt for cooptation and think beyond existing writing methods

• 0 defects → 100%

customer satisfaction

• Too detailed coverage →Better service

• No news → Good news

• Maintain customer focused metrics and derive goals

• Communicate the progress or status regularly to writers

• Be attune to potential developments in relevant areas

• Be proactive for impending changes

• Watch writing trends and writing methods

• Understand tools and practices adopted to target customers

• More maintenance deliveries → Better

customer care

• Structure uniformity →

improved customer orientation

regularly to writers

• Empower employees by providing exact guidelines on what they are allowed to do

• Watch writing trends and delivery mechanisms

• Apply trends in sync with organization goals

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COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Metrics Myths Competitors Trends

Focus to Know

• System with absolutely necessary processes

• Constant realization and

•Pursue each phase of DDLC keeping customer in mind

•Accurate & process-oriented feature • Constant realization and retrospection of right and required processes

• Complicated process is not a testimony of quality

•Accurate & process-oriented feature assessment, input gathering

•Development, focused review, stringent tracking

•On-time delivery

• Not to be taken up at convenience, but to strengthen competencies that produce customer satisfaction

• Courage and interest to deviate from regular process and initiate tasks

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COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

but to strengthen competencies that produce customer satisfaction

• Release specific/Domain related/Soft Skills/Writing Skills

regular process and initiate tasks

• E2E completeness check, GUI validation, doc optimization etc

• Verification checks to avoid customer specific information

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COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.