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Wednesday, April 20 • 10:15 - 11:30
Customer focus: how to pay more than lip service and know that you're succeeding

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Most organisations will claim to have customer focus, but how is that actually represented? We'll take three customer-centric ideas – user needs, customer validation, and service orientation – and illustrate through case study examples the transformative effect that genuine customer focus can have on organisation, process, and outlook.

Sample questions:

  • How connected are your staff to the needs of your customers?
  • Where are customer and user needs represented in your delivery process?
  • What measures of success do you use, and how does that drive improvement?
 

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Speakers
avatar for MIKE BURROWS

MIKE BURROWS

Mike is the founder of Agendashift, author of the book Kanban from the Inside, consultant, and trainer. In recent months he has been the interim delivery manager for two UK government digital "exemplar" projects and consultant to public and private sector organisations at home and... Read More →


Wednesday April 20, 2016 10:15 - 11:30 BST
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