Patterns for Improved Customer Interaction

With the emphasis on in-depth customer interaction during development, team members are being asked to take an active role in working with customers. This evolving role poses a big challenge for many who, in the past, rarely met "real" customers. Linda Rising presents patterns she has used successfully to help software professionals in their direct, face-to-face interactions with customers. These patterns describe solutions to common problems that occur again and again dealing with customers and users. The patterns Linda discusses have memorable names such as It's A Relationship-Not A Sale, Be Responsive, Show Personal Integrity, Build Trust, and Take Your Licks. Pattern names build a vocabulary that allows you and your development team to have meaningful conversations about-and to ultimately improve-customer relationships and the software you deliver.

• A vocabulary based on patterns to improve communication with customers
• Simple and powerful ways to improve your own personal interactions
• How to focus on what is best for both you and your customers