3 Key Tactics for Scrum Teams to Connect With Customers!

By Nagesh Sharma

People don’t always think of dev teams handling customer needs. But, for a Scrum team to have success understanding the customer is key.

What is a company without customers?

The answer is one word: “Nothing.”

Most companies and Scrum teams fail to understand what it takes to connect with their customers, what they need, and what matters most to them. Companies and Scrum teams who develop this understanding are innovative and are able to maximize their customer satisfaction and create a meaningful relationship for both company and the customers.

In this article, we’ll explore how Scrum teams can tap into the understanding of what matters to their customers most and create awesome products which customers love.

Author Marty Cagan shares some great ways of creating successful products and connecting with customers in the book Inspired. One such technique that caught my attention is “Product Discovery.”

1. Product Discovery:

This technique helps Scrum teams validate whether the product is feasible, usable, and valuable by defining and testing using an MVP.

  1. Feasible: Development team must be capable of building it.
  2. Usable: customers must be able to use it.
  3. Valuable: the product itself must deliver value to customers, so they want to buy it.

Performing an MVP exercise is key to delivering successful products. This allows Scrum teams to explore the product feasibility and help them to decide which features to cut and which to leave in. Once a minimal product is chalked out, a prototype can be built and tested with actual users to validate if it is usable and valuable.

Practical Tip: I’ve found this story mapping exercise by Jeff Patton a great way to create MVP along with my Scrum team. This exercise requires great collaboration between all the roles in Scrum and it is fun too.

Author Bernadette Jiwa describes how to connect with customers by embracing empathy, relevance, and affinity. Below are two tactics that are inspired by her work mentioned in the book Meaningful.

2. Staying Relevant to Customers by Understanding What They Really Want

Does a great product guarantee great customer satisfaction?

Today’s customers really want products or services that take care of their needs. So, it is key to understand customer behavior and gear the product or services towards this behavior. In 2000, Google search results were limited to simple pages of text with links, but soon the developers realized that an image search was required to answer “the most popular search query” they had seen to date. As a result, Google image search came into existence on July 12, 2001. The success of “Google Images” reveals that it’s about observing and understanding the customer’s behavior and applying this knowledge to give a meaningful outcome that solves customer needs.

So, how can you deliver what customers want?

Putting yourself in the customer shoes and empathizing! With this information age and digital revolution, every company and Scrum team has a dozen opportunities to innovate and connect with their customers. However, innovation is often misunderstood as creating new, breakthrough Go to the full article.

Source:: Business 2 Community

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