Don’t #@!% the Customer:3 steps to being a customer driven business

Jay SimonsPresident, Atlassian

Hi! I’m Jay@jaysimons

Our mission: unlock the potential in every

50k+ 5M+active

organizationsactiveusers

140+ countries

Customer success @ most companies

Customer success @ Atlassian

Customer success @ Atlassian

ThreeLs

listenlearn

leverage

Listen

Step #1

ActivityHappiness Commitment

MAUNPS Churn

NPS

1 2 3 4 5 6 7 8 9 100

DETRACTORS PASSIVES PROMOTERS

% Promoters - % Detractors Net Promoter Score (NPS)

Out of 362 leading companies surveyed, 80% believe they deliver a superior customer

experience, but only 8% of their customers agree.

BAIN & COMPANY

Billing & Tech Contacts NPS - Customer Sentiment

50,000+ +40 NPS

Billing, Tech Contacts & End Users NPS - Customer Sentiment

3+ Million +15 NPS

MAUNPS Churn

MAU

Only active users can gain value from your offering

…gaining more should be celebrated

…losing some should be mourned

…all should be acknowledged, tracked and studied

-1000-800-600-400-200

0200400600800

10001200

Returning NewResurrected Dormant from NewDormant from Returning Dormant from Resurrected

MAUNPS Churn

Churn

The Churn double-click

Moving to another product

Projectcomplete

Learn

Step #2

“A lot of configuration that's not easy to get things working right. Underdeveloped "platform" style features to make it easy to add add-ons.”

“A task should be able to be assigned to more than one user as there might be different users working on the same task”

“All functionality is easy to find and navigate, the available options are appropriately powerful and exposed at appropriate levels in the hierarchy of the exposed scope of the UI.”

“All the features you'll ever need”

“An awesome product and service”

“An effective and comprehensive solution. Navigation could be better.”

“Awesome to use, very user friendly and helps track issues efficiently.”

“Because you happened to ask me during a time that JIRA is not working as it should be.”

“Being able to group task by color and ease of use with moving task around. Burn down information.”

“Complete functionality, flexibility”

“Comprehensive but the admin interface is overly complex, plugins required for most desired functionality.”

“Consistence, but I feel it lacks of some features to make management of projects easier. For instance the possibility to see the milestones and stuff to do on them as a GANTT chart or similar. That's vital. Plugins exist, none of them seem good enough. And this is a core feature for project management, so it shouldn't be a plugin.”

“Depends on the size of the team.”

“Ease of use, powerful tools and features, free.”

“Easy to use and keeps things organized”

“For simple projects it is over complex”

“From a Product Manager's perspective: Easy to backlog work, prioritize, sprint plan, and report!”

“Functionality is fairly complete, but user interface is at many places counter-intuitive.”

“Functionality is great. But the interface is way too clunky; I have to do like 6 steps just to do simple things that should be atomic. Rehab the whole interface to make it simple & beautiful.”

“Good because it has a lot of features, bad because it's not easy to find functionality I need sometimes as a result.”

“Great timesheet tracking and reporting tools.”

“I just love it. JIRA has the features that I always wanted. So it deserves 9/10”“In cases of development a good tool to follow up the developments.”

“Issue tracking system that is intuitive to use”

“It does almost everything I want it to do, in the way I want it to do it.”

“It is an awesome tool. I'd love to see better support for mobile”

“It's a great tool for managing project work”

“It's a little difficult to new users.”

“It's a solid tool that can be used in many cases, but might be too complex for

many tasks.”

“It's elaborate, but maybe to elaborate”

“It's easy to use”“Its feature packed but can be difficult to use for a beginner.”

80,000…each month

ReliabilityPerformance,

up-time, quality

and security.

UsabilityComplexity,

ease-of-use,

discoverability

of features.

Functionality

Missing

features.

Leverage

Step #3

4. Celebrate the wins

3. Create a system

2. Change takes more time than you think

1. End-users matter (expect -20-30 pts)