Working on the front lines with our customers, whether they are a big wholesaler such as McKesson or a Healthcare Provider, you hear it all the time….”Why can’t your website do this?” Day in and day out we hear from our customers on their experiences with our ecommerce sites and we take their feedback seriously. There are many channels that our customers can voice those concerns, whether its to their reps, customer service or through our surveys. Our ecommerce management team takes that feedback and decides what updates can be implemented in the next release. We have multiple releases each year, which allow us to deliver results quickly and efficiently. Being able to collaborate with key stakeholders from start to finish, with input from customers, allows us to mitigate risk of not meeting deliverables or the best output. It goes beyond updating our websites, it can be updating a policy or process, whether it’s in the order to cash process, contracting or even payer relations. Our ability to be agile, whether it’s process or product based, makes us successful in exceeding the customer experience. The below article provides even more reasons to be agile.
https://www.leadingagile.com/2011/01/the-12-key-reasons-companies-adopt-agile/
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Great post Heather! I agree beign agile in how you implement customer feedback is great, but I think how you convey those changes is even important. I feel like we can be quick to implement a solution, but not think of the reprecussions of what that change will mean for the overall user experience. Thats something that I think should always go hand and hand!
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