Design – How do you exceed your customers expectations without going overboard?

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I’m neck deep in my latest design for the call center/customer.  It revolves around the concept of enhancing the service notification to be more function AND easier to use.  So, I was beginning to look at the selection screen.  I could model everything that current SAP transaction does, or I could just do a subset of those that I believe are the most widely used.  So this led me to the dilemma of how much is enough to exceed my future customer’s expectations?

I could spend my time adding in every option available, knowing full well that 90% of everyone out there doesn’t use most of them…  but then they are available, just in case.  Or, I could add in the bare bones, and have to scramble when a customer asks why a particular field isn’t available.  So, where do you draw the line.  I’m still a sales and marketing novice, so I often have to default to my friends for guidance.  First let me tell you what I think…  and then I’d love to hear if you have a different opinion…

I used to go down the path of add EVERYTHING. Afterall, I’m already in there doing it, it’s just a little more time, a little more repetition, and a few more entries in my tables.  However, I’m realizing that the more time I spend on tedious work like that, the more time I’m NOT spending on the really big pieces that I need to design.  For example, this product will have a big enhancement to the way that repair sales orders are generated.  It’ll give a company a lot more functionality and flexibility, and make life a lot EASIER for customer service.  I could spend my time getting that designed and fully tested… or I could add a few more fields for selection that will likely never be used.  So I’m going done path B…  because I can always add more fields later.  It won’t take much effort, and might actually cut down on some of the extra pieces I add that will never be used.

Thanks for reading,

As always, thanks for reading and don't forget to check out our SAP Service Management Products at my other company JaveLLin Solutions,

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