Runtime Revolution Ships Revolution Media

[Richard Gaskin]

Roger.E.Eller wrote:
> Chipp Walters <chipp at chipp.com> wrote:
>> All that said, looking back, I've found these type of decisions were
>> made best not in a vaccuum, but with the help of trusted advisors. At
>> Human Code we had a board of directors, which met each quarter and
>> frequently offered different and valuable advice utilizing other's
>> experiences and perspectives, which helped me as CEO, make good
>> decisions.
...
> I fully agree with this approach. It makes for a win/win situation for 
> both the company as well as the established customer base. As a matter of 
> fact, our company utilizes a certain high-end system that is 
> internationally respected in the industry. Each year, a group of end-users 
> and management attends an event which allows us direct access to the 
> developers of our chosen system. The users sit down and voice their 
> concerns, problems, bugs, feature requests, etc. to the entire group of 
> developers and leaders of this company. We even vote on what is most 
> important, and user opinion actually carries more weight than anything 
> else. After all, the customer is always right. It's like bugzilla, but 
> without the clunky interface, and you leave the event knowing that your 
> votes and input have made a real difference in the direction of the 
> product.

Bugzilla's useful in a very broad way, but I agree there's no substitute 
for direct interaction.

This practice isn't limited to high-end products:  nearly every vendor 
I've worked with, both bigger and smaller than RunRev, has some sort of 
advisory board comprised of key customers with a demonstrated stake in 
the product's growth.

I've been doing this myself with each of the products I manage, 
hand-picking about a dozen power users and providing a venue for candid 
feedback.  Not all of it's flattering, and I like it that way:  flattery 
feels good, but it's less instructive than good criticism.

I actively encourage all of my customers to email, or even call my 
toll-free number, and feel free to gripe to their heart's content.  Some 
of them express surprise at my receptivity, but I tell them it's really 
the only way I can truly understand how others rely on my products.

Since I started this practice sales are up, support costs are waaaay 
below industry averages, and my forum is filled with generally 
appreciative and happy comments as people see the product moving in a 
direction consistent with their needs.

-- 
  Richard Gaskin
  Fourth World Media Corporation
  Developer of WebMerge: Publish any database on any Web site
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  Ambassador at FourthWorld.com       http://www.FourthWorld.com