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Customer Driven Development

January 22nd, 2010 by Seth Kenvin

Frequent user interaction aligns our efforts

A month or so ago Andrew Angus of our customer Switch Marketing pointed out that often his firm starts multiple simultaneous projects with a single set of clients. The way our software was working, the participating clients would have to accept individual invitations to each project. He pointed out that this can be a nuisance to his clients, and that sometimes people don’t at first go through accepting each invitation resulting in their not gaining access to every project. So, his recommendation was to change our software such that when two people have been in a project together before, when one of them invites the other to a new project, the addition should be automatic with no need to accept an invitation. We agreed, and built it, and are grateful to Andrew.

Automatic addition of prior team-mates to project means no invitation acceptances which is of course mostly a benefit for video.Market7 users, but Michael Haley of our customer Bars + Tone pointed out to us that after we made that change this also can mean no notification of some new team members’ arrival in projects’ activity feeds. He finds it useful to¬†know when first log-ins happen, which makes sense to us too. So, using our agile development practices, we wrote a story in Pivotal Tracker that when an experienced video.Market7 user first into a project a new project of theirs, that occurance should go to the project’s activity feed.

Next week all of our customers will benefit from both Andew’s and Michael’s good ideas after we release new code that includes the latest customer-driven development ideas which our engineers just completed programming.

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Social Media Impact On Marketing And Sales

October 29th, 2009 by Seth Kenvin

A Tale Of How We Do Business In 2009

It started a few weeks ago when we noticed our customer @switchmarketing recommending our service to @lilipip. @lilipip is the identity of Ksenia Oustiougova on twitter. She is the founder of a company called Lilipip that does gorgeous explanatory animations.

We tried a little bit to @reply and otherwise get some attention from @lilipip, and then last week we saw more twittering about her trying us out like this one, and this one. It was a rather public and pithy review of us including what she’s liked about our accomplishments and what she hopes to see from us going forward. A little more @replying by us, and soon a couple direct messages, and we were invited to converse by skype.

We pretty soon tried to voice-call by skype, but, in perhaps the story’s most dramatic turn, got an immediate text chat reply athat Ksenia was not talking due to suffering from a sore throat. But she very generously engaged in a 15 minute chat session about her experience with and reflections about us. With dozens of ideas laid out in our communications over various media, many about her specific needs and interests as an animator (as opposed to video producer), we now felt compelled to share a compilation of our reactions and intentions, in more lengthy & consolidated form than twitter or skype best support, so it was time for a new medium.

We sent an email of about 10 paragraphs laying out exactly what our service has now related to the preferences expressed and what our roadmap is for those towards which we are still building. Several elements were really just now arising through this particular interaction and its good ideas being raised for which we are grateful. And yesterday we received a reply back from Ksenia with her point-by-point reflection on what was raised in our email including some more new, good ideas. The email exchange also included our appreciation of the video with her entrepreneurial story on the lilipip site and its equivalent in a podcast of our founding and philosophy we did last week.

twitter, skype, email, podcast — a rich array of new (in most cases very new) communication methods, each used distinctively for an overall open and productive communication not only towards forming a new customer relationship but also towards authenticating and accelerating our progress by continuing to evolve our services based on direct, insightful feedback from our marketplace. We hope Ksenia’s throat is recovered.

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