April 2015
Beginner to intermediate
296 pages
6h 18m
Japanese
Content preview from リーン顧客開発 ―「売れないリスク」を極小化する技術
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232
9 章 継続的な顧客開発
を「是非やって欲しい機能強化」として要求してきます。でも実際は顧
客はそれぞれまったく異なる要求をしているのです。
• 20 人の顧客から機能の実装や変更についての異なる要求をされている
ように思えても、詳しく話をしてみると実際にはその根底に横たわる課
題が同じであること。KISSmetrics では、わたしたちは分析機能のデ
バッガのバージョン 1.0 を開発しました。このデバッガは顧客にとっ
て非常に重要なツールでした。それぞれの顧客はツールのさまざまな改
善策を要求してきたのですが、すべて情報の表示や密度に関する同じ課
題から生じていたものでした。
図
9-1
顧客には、目の前の課題よりもただ機能要求の話をしがちな傾向がある。抽象度のレベルを
1
つ上げて話を理解しなければならない
9.2.2
機能の問題か？
デザインの問題か？
顧客から機能やインターフェイスについての不満を伝えられたときは、普段よ
り丁寧な対応をする配慮が必要です。わたしは
KISSmetrics
で
4
つの「
A
」（「 謝 る
（
Apologize
）」「非を認める（
Admit
）」「質問する（
Ask
）」「感謝する（
Appreciate
）」）
をカスタマーサポートのガイドラインにしています
†
。顧客に迷惑をかけたことを謝
罪し、自らの責任を認めることで顧客に質問をしやすいトーンを作りだせます（意図
†
http://www.cindyalvarez.com/communication/
要求は1つでも
根底の課題は複数あ
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.