Friday, May 4, 2012

10 Things to know about the products you sell

One of the great things about providing software as an online service is that we can know how our products are being used in real time. That is great for identifying imperfections and addressing them as quickly as possible. It is quite different from supplying software as a product. Once a product is sold you may never know if it is being used or how it is being used.

Here are ten things companies very much want to know a about how customers use their products. Seven can be detected automatically with online products.

1. Is the service reliable? Is it available when it should be?*
2. Is it responsive?*
3. Is it easy to use? This one is difficult to detect automatically.
4. Are errors encountered?*
5. Is the customer using the product?*
6. Is the customer using the product properly? If not, is training needed? Does the product need to change?*
7. Is the customer taking full advantage of the product? If not, why not?*
8. What does the customer use most often?*
9. What does the customer most value in the product?
10. What additional capabilities would the customer most want added?

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