Upload
others
View
2
Download
0
Embed Size (px)
Citation preview
Communicating with Customers
is Key
Mahesh Paolini-Subramanya
CTO, Vocalocity
© Vocalocity 2011. Confidential. 2
Welcome to the Obvious
Its all about the Customer, stupid
2
© Vocalocity 2011. Confidential. 3
Welcome to the Obvious
Keeping your customers in the loop is Key
3
© Vocalocity 2011. Confidential. 4
The First Lesson
You are always communicating with your customers
4
© Vocalocity 2011. Confidential. 5
Moments
Every customer interaction is a Marketing Moment
5
© Vocalocity 2011. Confidential. 6
Moments
Every customer interaction is a Teachable Moment
6
© Vocalocity 2011. Confidential. 7
Moments
Every customer interaction is a Karmic Moment
7
© Vocalocity 2011. Confidential. 8
Second Lesson
Every interaction counts
-or-
You never get a 2nd chance to make a 3rd impression
8
© Vocalocity 2011. Confidential. 9
Reactive Communications
“Give Me, Show Me, Tell Me”
► Initiated by the User
9
© Vocalocity 2011. Confidential. 10
Proactive Communications
“Yo! Check this out!”
► Initiated by the System
1
© Vocalocity 2011. Confidential. 11
Small is Simple
Prototypes are Easy (and Dangerous)
► Bad assumptions (always!)
► Interactions are easy to build out
• Services
• Domain Objects
• CGIs
• Triggers (Really!)
1
© Vocalocity 2011. Confidential. 12
At Scale? Ack!
Systems evolve as patch-ware
► Scaffolding incompatibility
► Degradation is slow
► “Two+ phase” design
1
© Vocalocity 2011. Confidential. 13
Third Lesson
Scaling is Hard
► You will always discover that
• You didn’t understand your own problem-space
• You didn’t understand your tool-set
• It will not scale the way you thought
► There are more failure modes Horatio than are dreamt of in your
philosophy
1
© Vocalocity 2011. Confidential. 14
Need Cloud? Use Erlang/OTP
OTP behaviors make your life less eventful
1
© Vocalocity 2011. Confidential. 15
Passing the Buck
gen_event
►Notifications
►Updates
► (A)sync actions
1
© Vocalocity 2011. Confidential. 16
Choreography
gen_fsm
►What to do next?
1
© Vocalocity 2011. Confidential. 17
“Thing”-ness
gen_server / supervisors
► Startup
► State
►Maintenance
►Management
1
© Vocalocity 2011. Confidential. 18
Fourth Lesson
Where do you want to spend your time?
-or-
Complexity never goes away, it just moves up the food chain
1
© Vocalocity 2011. Confidential. 19
The Lessons
► You are always communicating with your customers
► Every interaction counts
► Scaling is Hard
►Where do you want to spend your time?
1
Communicating with Customers
is Key
Mahesh Paolini-Subramanya
CTO, Vocalocity