Remember the olden days (my son’s expression 😅) when a business had to wait until they had all the details hammered out, documented and agreed upon, before they built and delivered a solution to their customers?
It’s a vague memory for us too.
via GIPHY
Today's customers are demanding new, improved, innovative, better solutions - and they want it now. In fact, we are long past the era where a customer was simply someone who consumed a good or service. Like everything else, the role of the customer has evolved. They too have a say in what is developed or created for their consumption and with social media as their soapbox, can openly relay their distaste or pleasure, easily influencing the views of others. Operating in such a context makes it crucial for businesses to collaborate with their customers.
But what does this collaboration look like?
It’s involving the customer in every stage of your product lifecycle, including continuous feedback even after each release. Not to sound too cliché but it is in fact ‘a never ending cycle’. The moment we remove the customer from this cycle, it reduces the likelihood that we are solving the right problems and building the right solution.
3 values that businesses get from more customer collaboration:
- Build the right thing
- Build the right thing, the right way
- Build, the right thing, the right way, quickly
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| Source: https://quintsys.wordpress.com/2012/10/29/customer-collaboration-over-contract-negotiation/ |
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