Among the initiatives Kaiser has implemented to date is getting development more involved with customers. He believes it is important for both product managers and developers to have more direct interactions with clients, participating in calls and face-to-face meetings. And he includes himself on the list of participants.
“It’s really important to hear firsthand from the customer what they need and want,” Kaiser explains. “This understanding also helps us reduce the time it takes to resolve customer incidents and fulfill customer requests. I want us to be able to give customers the answers they are looking for, as quickly as possible.”
To that end, Kaiser is looking at expanding Fides’ IT support, supplementing the team with additional resources for better global coverage. He says in this area, like any other, relationships are key to success and that’s why he is insistent on working with teams that embrace the same customer-centric outlook that Fides maintains.
“It’s my personal belief that you have to invest in the people, and the relationships,” he explains. “It’s a global world, and people have choices. Through our product, our people, and our service, we want Fides to be the best choice. And we know what we need to do in order to reach our goals.”