Connecting Forward Deployed Engineers (FDEs) into the end-to-end product lifecycle - how IFS does it
People and businesses buy products to achieve an outcome. So why has it been so rare for a tech vendor's product developers to work alongside implementation, customer success and ongoing service teams? After all, these are the people that are in close touch with the customer's actual experience of using the product and its ability to deliver the outcome they bought it for. Yet product and customer experience teams typically report into entirely different management lines.
Despite this divide, there have been moves over the years to at least get these functions to work more closely together. The long-established notion of value engineering started out as a means of building the budget justification for technology investments, but in the hands of some vendors it has become the mechanism by which they set the KPIs used to measure how well their solution meets the outcomes the customer expected.
This approach dovetails...
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