your business depends your customers - keeping them in the loop

Communicating with Customers is Key

Mahesh Paolini-SubramanyaCTO, Vocalocity

© Vocalocity 2011. Confidential. 2

Welcome to the Obvious

Its all about the Customer, stupid

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Welcome to the Obvious

Keeping your customers in the loop is Key

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The First Lesson

You are always communicating with your customers

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Moments

Every customer interaction is a Marketing Moment

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Moments

Every customer interaction is a Teachable Moment

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Moments

Every customer interaction is a Karmic Moment

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Second Lesson

Every interaction counts

-or-

You never get a 2nd chance to make a 3rd impression

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Reactive Communications

“Give Me, Show Me, Tell Me”

► Initiated by the User

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Proactive Communications

“Yo! Check this out!”

► Initiated by the System

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Small is Simple

Prototypes are Easy (and Dangerous)

► Bad assumptions (always!)

► Interactions are easy to build out• Services• Domain Objects• CGIs• Triggers (Really!)

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At Scale? Ack!

Systems evolve as patch-ware

► Scaffolding incompatibility► Degradation is slow► “Two+ phase” design

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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

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Need Cloud? Use Erlang/OTP

OTP behaviors make your life less eventful

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Passing the Buck

gen_event

► Notifications► Updates► (A)sync actions

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Choreography

gen_fsm

► What to do next?

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“Thing”-ness

gen_server / supervisors

► Startup► State► Maintenance► Management

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Fourth Lesson

Where do you want to spend your time?

-or-

Complexity never goes away, it just moves up the food chain

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The Lessons

► You are always communicating with your customers

► Every interaction counts

► Scaling is Hard

► Where do you want to spend your time?

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Communicating with Customers is Key

Mahesh Paolini-SubramanyaCTO, Vocalocity