Engineer Leaders’ Survival Guide To Solving Customer Issues

As all engineering leaders know, the resolution of customer issues is the most common and stressful form of unplanned work.

Even more so, this is usually the most important and urgent task from the business side of things. When escalated, customer issues can be a massive drain on R&D resources, negatively impacting velocity, technical debt, and employee motivation.

In this whitepaper, you will learn the five key steps to managing customer issues:

  • Preparation
  • Prioritization
  • Improving the product
  • Empowering the business
  • Empowering your engineers