Customer expectations of better service from our applications have never been higher.
In traditional technology vendor agreements, customer expectations were outlined as SLAs (service level agreements), which represented a boundary or contractual definition of a system’s failure to meet the customer’s minimum requirements, rather than a continuum of improvement toward customer satisfaction.
In our previous BrainBlog, we discussed how application delivery and business leaders can align their teams’ incentives around SLOs (service level objectives) to better define and collaborate on goals to continuously improve site reliability and performance, and ultimately, better serve customers.
While our journey toward successful SLOs involves lots of intra-organizational measurement and collaboration, what if the intended consumers of our applications also become wise to the concept of SLOs?
Find out what customers want
“If I had asked people what they wanted, they would have said faster horses.”
— Henry Ford NEVER said this!
Many solution-led founders have paraphrased this fake ‘faster horses’ parable as an example of why customer input can’t be trusted as a source of guidance for the business, when we innately know customer feedback is the most valuable input we can get.
Unfortunately, the opportunities for gathering meaningful feedback on our applications from customers are few and far between.
Customers don’t contact support to make suggestions — they do so to report when something is going wrong…
Read the entire article on the Nobl9 blog here: https://nobl9.com/resources/renegotiating-slas-as-slos-are-customers-getting-wiser/
Copyright ©2021 Intellyx LLC. At the time of publishing, Nobl9 is an Intellyx customer. Intellyx retains final editorial control of this article. Image credit: ROBIN WORRALL on Unsplash.
