Agile principles and customer satisfaction

When working agile, the focus is on customer satisfaction, because the customer is the decisive reason for developing the product.

The following principles are therefore particularly important for customer satisfaction:

1. the highest priority is to provide customers with valuable software through early and continuous delivery.
2. change requests are always welcome in development, because the changes can be used to gain a competitive advantage
3. short time spans should be chosen for the delivery of working software
4. the project team must work together on a daily basis

Putting the agile principles into practice:

• There is a Product Owner who is responsible for customer wishes and requirements
• He also communicates the priorities of the tasks, he deals with making decisions and giving feedback on a daily basis
• Through regular delivery, the customer and product owner can see how the product is developing
• Because the intervals between deliveries are regular and not too long (4–8 weeks), the value of the total product is continuously increased
• Throughout the entire project, the customer receives constant feedback on how the product is developing and does not have to wait for delivery of the entire product

Customer satisfaction issues and how to improve them through agility

• If the development team has misunderstood the product requirements, product requirements can be clarified through close cooperation between customer and product owner. Delivery also takes place at regular intervals, so that the customer can express change requests and give feedback not only at the end of the project, when the product is already finished
• The product was not delivered when it was needed. By working agile in sprints it is possible to deliver the product early and with high priority
• In an agile project, if the customer wants to make changes without incurring additional costs, new requirements can be added or existing ones adapted at any time. The costs can be compensated here, because requirements with lower priority can be omitted (like functionality that is probably rarely used)

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