Communicating with Customers is Key
Mahesh Paolini-SubramanyaCTO, Vocalocity
© Vocalocity 2011. Confidential. 2
Welcome to the Obvious
Its all about the Customer, stupid
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Welcome to the Obvious
Keeping your customers in the loop is Key
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The First Lesson
You are always communicating with your customers
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Moments
Every customer interaction is a Marketing Moment
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Moments
Every customer interaction is a Teachable Moment
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Moments
Every customer interaction is a Karmic Moment
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Second Lesson
Every interaction counts
-or-
You never get a 2nd chance to make a 3rd impression
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Reactive Communications
“Give Me, Show Me, Tell Me”
► Initiated by the User
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Proactive Communications
“Yo! Check this out!”
► Initiated by the System
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Small is Simple
Prototypes are Easy (and Dangerous)
► Bad assumptions (always!)
► Interactions are easy to build out• Services• Domain Objects• CGIs• Triggers (Really!)
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At Scale? Ack!
Systems evolve as patch-ware
► Scaffolding incompatibility► Degradation is slow► “Two+ phase” design
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Third Lesson
Scaling is Hard
► You will always discover that• You didn’t understand your own problem-space• You didn’t understand your tool-set• It will not scale the way you thought
► There are more failure modes Horatio than are dreamt of in your philosophy
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Need Cloud? Use Erlang/OTP
OTP behaviors make your life less eventful
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Passing the Buck
gen_event
► Notifications► Updates► (A)sync actions
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Choreography
gen_fsm
► What to do next?
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“Thing”-ness
gen_server / supervisors
► Startup► State► Maintenance► Management
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Fourth Lesson
Where do you want to spend your time?
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Complexity never goes away, it just moves up the food chain
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The Lessons
► You are always communicating with your customers
► Every interaction counts
► Scaling is Hard
► Where do you want to spend your time?
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Communicating with Customers is Key
Mahesh Paolini-SubramanyaCTO, Vocalocity
