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Better Antimatter Customers

[Some years ago I wrote a post entitled “Better Customers“. This is an update of that post, reframed using the AntimatterPrinciple]

More effective organisations need better Folks That Matter™. Where “better” means more demanding discerning. Less gullible.

Folks that demand their needs are met, or as a minimum, attended-to, not tech, nor features, nor hand-wavy “value”.

Folks that refuse to pay when their needs are ignored, met poorly, or not addressed at all.

Folks that hold a healthy skepticism for unevidenced claims and promises.

Folks that disrupt the cosy hegemony of the technologists (see e.g. #NoSoftware).

Folks that push back against complex and expensive non-solutions.

Folks that push through the embarrassment of failure to call suppliers to account.

Folks that understand THEIR Folks That Matter™, and look for partners that want to help them in that.

Folks who see the value in relationships, trust, and evidence, whilst rejecting faith-based arguments.

Folks that buy on criteria other than lowest (ticket) price (cost being just one need amongst many).

Folks that embrace the human element and humane relationships in the world of business.

Folks that understand their own strengths – and their weaknesses, and act accordingly.

Folks that generously share the laurels of success, and share responsibility for failure too.

There are so many folks that feel a need to do better, but desperately need the support of their Folks That Matter™ to make that happen. Without better Folks That Matter™, the reforms and improvements we need will indeed take a long time in coming.

– Bob

 

What Is A Customer?

In the world of Agile, and the world of business too, we hear a lot about “customer value”. Folks seem to have some kind of handle on “value” (although not everyone can agree on that one – see my post “What Is Value” for my take, based on Goldratt and his Theory of Constraints).

And for the record, we might also choose to frame the question of value within the Antimatter Principle frame, and vocabulary:

Value: The degree to which folks’ needs, in aggregate, are being (or have been) met.

But what about “customer”? So simple and straightforward. Do we even need to define it? I thought not, until a recent conversation on Twitter gave me pause for reconsidering. Specifically, the idea that maybe folks are talking at major cross-purposes, with significantly differing assumptions and definitions for the term. If we can’t agree on a basic term like “customer”, what chance alignment of a whole host of fundamental questions about software, products and business generally?

Here’s my definition, again using the Antimatter Principle as a frame:

Customer: Someone (could be either a person, or a collection of people) whose needs we’re attending to.

I’m pretty sure you’ll have a different definition of customer. I’d love to hear your take.

Before I close this post, here’s a different definition, informed by Crosby and his Zero-Defects (ZeeDee) approach to quality:

Customer: Anyone who receives or anticipates receiving something (e.g. a good or a service) from someone else.

This definition canonises Crosby’s idea that we’re all customers. And we’re all suppliers, too. And as suppliers, it falls to us to ensure that what we’re supplying is what our immediate customer needs to supply their customer(s).

– Bob

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