Tag: customer

It’s been far too long since I’ve posted content of significant substance, but it isn’t for lack of experiences. At a week out from 6 months on the vendor side and start-up life, in particular, I’ve discovered that there’s much more behind the veil than the email correspondence and meetings I saw from the customer side.

Before I started at Rubrik, I naively thought to myself, “How will a bunch of emails and customer meetings & installs fill up 40 hours each week?” Ha! Those are the easy parts, the toppings of a cake that requires a flurry of internal baking and development of all sorts.

rubrikPart of what I enjoyed as a customer was being able to influence products and hopefully encourage them to deepen in value and utility. Since customers are “unbiased” and control the revenue flow of vendors, their voice tends to carry farther than industry, competition or internals. I joined Rubrik because I believed in and had proven out the product, and I truly hoped I wouldn’t lose my impact by taking a paycheck.

Six months in, I think a few of my colleagues might secretly wish I was back on the “outside”, at a distance with my customer voice again :). We have a very open communication culture at Rubrik and I’ve had fun poking my fingers in a lot of pies, speaking into more areas of the product than I knew existed pre-January, and doing everything I can to fan the fire of excellence that first drew me in.

sw_logo198x67Every couple weeks I get an opportunity to put on my User Experience (UX) hat that I first wore as a SolarWinds customer, which is great. Everything makes sense to creators, but a second, third, and fourth set of eyes help reveal assumed mental leaps that result in customer frustration if not caught. This is a big indication to me of a quality company–humble invitations of customer (and staff) input to tell them what is and isn’t intuitive in a planned (or existing) design. It’s why I keep mentioning SolarWinds–Kellie Meachem and team model it to a ‘T’.

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