11
votes
Accepted
How to respond to a customer when their bug can't be reproduced
Customers generally at least begrudgingly understand if you can't reproduce a bug, especially if you have worked with them and made very visible attempts. What it usually takes to close such bugs is ...
- 149k
8
votes
Accepted
Who should handle customer support within an Agile team?
Who should handle customer support within an Agile team?
"Customer Support"? Seriously, customer support is handled by a "Customer Support" team. It needs wildly different skills than programming, ...
- 9,230
6
votes
Accepted
How to communicate a SWAG estimate
There's actually an old approach that addresses this kind of problem that comes from the PERT and CPM practices. You might get resistance if you mention that since this is associated with waterfall ...
- 30.9k
6
votes
How to communicate a SWAG estimate
I've been asked to estimate jobs in every conceivable way. I've seen estimates go wrong in many ways.
I can hit any deadline with a fuzzy enough scope of work.
So, presuming a scope of work with ...
- 120k
5
votes
Who should handle customer support within an Agile team?
Developers are making a mistake by completely avoiding doing any support. There is time and place for the team to be involved.
Many companies are learning that customer support is what their business ...
- 37k
4
votes
Strategy & Architectural Decision: Customer data migration between two companies
Great, more email for the spam folder...
OK seriously now: your business' desire to merge the user accounts is not of concern for the customer.
Therefore, the customer will
not have any desire for ...
- 2,360
3
votes
Who should handle customer support within an Agile team?
I disagree with the answers which say that the team is not responsible for support. If you produce something as a team, then you should be responsible for it. If there are bugs reported then you ...
- 167
3
votes
Who should handle customer support within an Agile team?
What does the definitive document, The Scrum Guide, say?
Responding to user bug reports & creating stories/issues for them
Responding to negative app store reviews
Troubleshooting user ...
- 248
3
votes
How to respond to a customer when their bug can't be reproduced
Respond politely and honestly.
Document your attempts to reproduce the bug. Add logging capabilities if possible. Clean up the code around the bug to the best of your ability.
If this bug ever comes ...
- 4,986
2
votes
Accepted
Should i accept that a client adds changes to sourcecode on an ongoing development?
What's the matter ?
I understand that this is extremely annoying. But this can happen when the rules of the game are not clearly explained.
Depending on contractual matters, the customer may or may ...
- 82.2k
1
vote
Strategy & Architectural Decision: Customer data migration between two companies
I agree with mtj's answer that the user's have no vested interest in jumping through hoops for your internal data's sake. However, I don't quite agree that that means you can't merge your databases.
...
- 59.5k
1
vote
Accepted
Should you show your Database Model to the customer?
A database model is not often useful to discuss with the customer, unless they have database knowledge themselves.
A database (model) is an implementation detail. It is responsible for storing and ...
- 4,984
1
vote
How to communicate a SWAG estimate
Usually when I'm communicating with someone about estimates, whether they are SWAGs or more detailed analysis estimates I'll try to express and emphasize the uncertainty in the estimate.
For example, ...
- 4,865
1
vote
How to communicate a SWAG estimate
Its an inherent problem with high level estimates. You're bound to make some assumptions as you haven't done deep dive analysis. Sometimes, you get punished for this assumptions as and when they turn ...
- 21
1
vote
Accepted
User, Customer, Company Relationship
A user is a person that uses the product.
A customer is the person or the company that buys the product:
If your customer is a single person, the user and the customer may be the same (typical case ...
- 82.2k
1
vote
Accepted
How would the customer edit the website you've sold to him?
There's two ways to go here that I'm aware of:
Option #1:
Build CMS functionality into the site, so if a header needs to be updated, provide a control for doing that.
Option #2:
You provide ...
- 268
1
vote
Who should handle customer support within an Agile team?
If you’re hard core agile, you should love support requests as much as we do, because they’re a huge part of our feedback input. That said, it’s easy to get overwhelmed and fall behind when you still ...
- 11
1
vote
Who should handle customer support within an Agile team?
Who should handle customer support within an Agile team?
In general, a customer support team or individual should handle customer support. Proper customer support in the traditional sense of the word ...
- 25.5k
Only top scored, non community-wiki answers of a minimum length are eligible