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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235
235
9.2 ドアをノックするのは誰だ？
1
つ質問をさせてください（本件とは無関係ですが）。
先週は会議に何時間費やしましたか？
サポートにチケットシステムを採用している場合は、簡単に回答できる質問でなけ
ればなりません。
こうした場合の一般的質問として良いのは数値や「誰が／何を／どのように／いつ
／なぜ」などで回答できる、事実に関する質問です。主観的な答えを求める質問は、
回答に時間がかかるだけでなく、こちらからフォローアップの質問をしない限り有益
な情報は得られません。
9.2.5
バイアスを認識する
多くの場合、問い合わせをしてくるのは典型的な顧客ではありません。製品を使っ
ている人の大半は苦情も言わなければ絶賛もしない「サイレントマジョリティ」とい
う言葉で表現するのがぴったりな、「物言わぬ顧客」なのです。
Yodlee
では、サポートに問い合わせをしてきたり顧客用のフォーラムに投稿する
のは、きわめて技術リテラシーが高く、金融ドメインの知識に詳しい人に偏っていま
した。相手は常に、わたしたちの製品の使用方法の限界を押し上げようとしていまし
た。一方
KISSmetrics
ではまったくの初心者と専門家の両極端を相手にすることが
多くありました（専門家はウェブ解析についてわたしよりもはるかに詳しい知識を
もっていました！）。
Yammer
では、サポートの問い合わせや機能要求をしてくる人
の多くはコミュニティマネージャーやプロジェクトマネージャーです。
にも関わらず、問い合わせやリクエストをしてくる人には共通した特徴がありま ...
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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.