Agility is essential for any successful organization. It is critical for a SMB (Small & Medium Business). Is your SMB Agile? What does your customer think about this? If not or you are unsure, read on to find why it might be killing your business.
Agility and Customer Satisfaction
You go into a meeting with one of your important customers. The customer executive complains that production bug fixes and feature deliveries are very slow. He says that it is having a direct impact on their business and revenues.
How can you answer this customer?
If something is impacting your customer’s business and they sense it, nothing can justify this situation. This is a classic example how lack of Agility can take customer satisfaction way south.Lack of Agility can have a direct negative impact on Customer Satisfaction Click To Tweet
Why is it important for a SMB?
One of the biggest advantage of big corporates is this : they have an upper hand in customer negotiations. They have their brand advantage and the customer (assuming they aren’t huge) isn’t their mainstay. So agility can be one of the compromises in their negotiations with the customer and the customer might agree to it.
However, for a SMB, the scenario is completely different. More often than not, the customer has the upper hand and critical to their business.
Agility is one factor that can make a big difference to the customer (the other one is Quality).Agility and Quality are the success indicators of a Project, from a customer's view point Click To Tweet
Agility is essential for Market Position
In the information age, chances of finding your look alike might be higher than working on a unique product/project in the market.
There is competition. And for sure, there is high quality competition.
Agility leads to better time-to-market and in turn improves your market position. It is not a choice but a necessity in this digital era.
So where can you start?
Here is a recommendation that you can follow.
- Conduct a retrospective on your Organization’s Agility
- Find answers to the following questions
- How long does it take to deliver a feature from customer request to production deployment?
- What are the various steps involved in this process?
- Which steps are essential?
- Which steps are optional or don’t add value to the delivery?
- How can these steps be eliminated?
Repeat this exercise periodically until there is a perception of improved agility – both from your own employees and customers.
By the way, don’t hesitate to read our post on the details of Organizational Agility.
- In the information age, Agility is not an option but a necessity
- Big Corporates can sometime compromise on Agility because they have a upper hand in Customer negotiations
- SMB don’t have this cushion and Agility is essential to keep the current business (and grow)
- It is also essential for better time-to-market and positioning
- Retrospect and find ways to improve agility – both internally and with customers