INTRODUCING THE CUSTOMER STRIKE TEAM

It's been about 4 months since I started working on the Customer Strike Team. I feel like it's a good time to introduce the "Customer Strike Team" concept here.

The original Customer Strike Team actually was formed a few years ago before all the re-orgs happened. Some of you readers probably worked with the old Customer Strike Team. The *new* Customer Strike Team was brought back by our one and only Andy :). I was very fortunate to be hired as the first full-time Program Manager to work on this in July. Lynda is also transitioning to be full-time on this effort.

Before I get to any “meat” of the concept, let me first clarify what the Customer Strike Team is not:

• Not “attacking” customers: no worry, you are safe and sound <grin>.

• Not PSS: PSS does a great job on helping customer cases, especially when you need extended and in-depth support. The Customer Strike Team sits with or is part of the development team. We support our customers in a unique way as you see below.)

• Not taking away the job of other people on the development team: we will help free up their time on random customer issues and provide resources as needed.

The mission of the Customer Strike Team is simple -

                To Improve Customer and Partner Experience

We break the mission into two sets of objectives:

• External Perspective (Customer/Partner)

            - Rapid Response to Tier1 customers (visit on site if necessary)

              - Energize the community

            - ‘Make it right’ when the customer has issues

            - Increase the level of Transparency by different communication channels

• Internal Perspective (Core Product Team)

            - Help develop & support the team’s Relationship with key influential customers & partners

            - Develop, manage, & growthe team’s community Involvement

                - Identify Trends & provide solutions (directly & indirectly)

            - Coordinate community Goals across MED & Microsoft

             - Free up the rest of the product team on customer issues

Our motto is "Ensure no customer is left behind".

Here is our engagement model with different types of customers:

In the last a few months, you’ve probably seen these were done

·         - 5 online chats covering US, Europe and Asia

·         - More team members involved in blogs and newsgroups

·         - A series of Whitepapers on Feature Pack 2007

·         - Response to your email s through the WECRT alias.

Definitely there were a lot of more happened behind the scene, thanks to Lynda and Andy who are also on the Customer Strike Team, and the rest of Embedded Windows team.

In the next a few months, we are or will be working on these projects/initiatives (you may see follow-ups in future blog articles):

·         - Set up XPe forum (here is a link to .NET Development forums)

·         - Start monthly internal and external newsletters on XPe

·         - XPe community source share projects (today, Windows CE has that at https://www.codeplex.com/)

·         - XPe contest

·         - Data mining of the newsgroups, forums, PSS call sheets.

·         - MEDC 2007 Content Planning  

As the closing, I am really excited to share all the information with you. I’d love to hear your suggestions and comments on how we can improve your experience with us better! Please feel free to contact us: wecrt@microsoft.com .

- Wendy

Comments

• Anonymous
  November 21, 2006
  Hi Wendy, Good to know we are progressing ahead. I'm getting good help and support from the team already. Thanks to Andy and Cuong who is giving me good support. Thanks Magesh

• Anonymous
  November 22, 2006
  Love to hear that, Magesh! Cuong is really a big helper for us. Happy Thanksgiving! -Wendy

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