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Sponsoring and Speaking at TechSaturdays, Wroclaw

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SoftServe's Pawel Lopatka, Development Center Director, presented on his career journey and the lessons he learned in IT and management

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Sponsoring and Speaking at TechSaturdays, Wroclaw

  1. 1. Paweł Łopatka Development Center Director SoftServe Poland - Wrocław “Managing Customer Expectations”
  2. 2. https://www.youtube.com/watch?v=nSNPqNm83Ds
  3. 3. Technology Focus
  4. 4. What does it mean: Customer Expectation? "Customer Expectation" refers to the total perceived benefits a customer expects from a company's product or service. Meet & Exceed the expectations Did not meet the expectations satisfied disappointed
  5. 5. Types of expectations: 1. Explicit - mental targets for product performance 2. Implicit - reflect established norms of performance 3. Static Performance - address how performance and quality are defined for a specific application 4. Dynamic Performance - how the product or service is expected to evolve over time 5. Technological - focus on the evolving state of the product category 6. Interpersonal - reflect the relationship between the customer and the product or service provider 7. Situational - in building a customer satisfaction survey 8. Ref: http://www.qualtrics.com/blog/customer-expectations/
  6. 6. What brings value to the customers? Building relationships (professional and personal) Achieving goals for a client Supportive approach - reacting to issues Introducing new experience from our organization How do we grow our business & our talent - this reflects on them Helping them to be successful and to develop their solutions System (KPI) to Measure Success
  7. 7. What brings value to the customers? Solving not only ours but also their challenges Bringing value added (talents, innovation, processes...) Abilities to respond to their clients faster Be part of ongoing strategy for the customer - by helping to accomplish theirs strategic initiatives If they grow, we will grow with them Good communication channels Exchange Relevant and Meaningful Information
  8. 8. Customer Expectation Innovation as a service
  9. 9. https://www.youtube.com/watch?v=v2EXsp_c4T4
  10. 10. USA HQ Toll Free: 866-687-3588 Tel: +1-512-516-8880 Ukraine HQ Tel: +380-32-240-9090 Bulgaria Tel: +359-2-902-3760 Germany Tel: +49-69-2602-5857 Netherlands Tel: +31-20-262-33-23 Poland Tel: +48-71-382-2800 UK Tel: +44-207-544-8414 EMAIL info@softserveinc.com WEBSITE: www.softserveinc.com Thank You!