Customer Success!Documentation

Marketing Development

IntegrationAccounting!

Out SourcingThe Open Source AgencyThe Open Source Agency

Customer Success!Documentation

Marketing Development

IntegrationAccounting!

Out SourcingCollaborating for customer success.

Thesis: Run an agency with the same principle as Open Source Software Collaborate with like agencies but they don’t have to be in the Magento realm

Chief Magento Evangelist for wagento.com

Brent PetersonBrent Peterson is the Chief Magento Evangelist and Agency Coach at Wagento.com He has progressed through the ranks; html, ASP, .net, MSSQL and finally Magento. Open source has taught him that working together is better than working in a silo. He loves to run, bike, ski and sometimes swim, in that order. He is often found at Magento events organizing running meetups with his wife Susan.

brent@wagento.com

Twitter: @brentwpeterson

–Linus Torvalds

"When it comes to software, I much prefer free software, because I have very seldom seen a program that has worked well enough for

my needs, and having sources available can be a life-saver."

Said well by Linus Torvalds: When it comes to software, I much prefer free software, because I have very seldom seen a program that has worked well enough for my needs, and having sources available can be a life-saver. !The key here is “Sources Available”

Sources Available…

Collective knowledge!

Standards & Common Practices!

Collaboration!

Talent Exchange!

Our source right now if the Magento community. Like Kurt said earlier, “The Magento Ecosystem is on the verge of falling apart.”

You can’t share everything

You need to decide what to share, but remember Open Source works because people share ideas

OPEN SOURCE WORKS BECAUSE PEOPLE SHARE IDEAS

Community is the hero!

In order for this to work we will need to trust one another and respect boundaries as

related to clients with agencies.!

Having a multitude of people behind it has made Magento what it is today. The

Community is the real hero of Magento.

The only way that open source works is to have a community behind to make it work

WHY?Start conversion about how we can make our customer experience better This is bigger than what Kurt spoke about earlier and this goes across the boundaries of a Magento project. This could be for any project

Customer Success #1 Our customers success is the primary reason to encourage collaboration amongst agencies.

Team Collaboration helps everyone by sharing in our resourcesTeam Collaboration helps everyone by sharing in our resources

Customer success is the #1 objective for any agency, after all if we didn’t have customers what would we be doing?

Open Source Agency OverviewCustomer Success!

Documentation!

Marketing!

Development!

Integration!

Accounting!

Out Sourcing!

QA/UAT!

What are we going to talk about today? Again, this presentation is a starting point for a broader conversation about how we can better serve our customers.

Standardizing the integration process

Development and Integration❖Deployments and Integration!

❖Source Control!

❖Art & Design!

❖Server Administration!

❖Developers!

Trying to Standardize the Integration Process - This helps everyone I want to high light just a few items and give us an idea of what we can be sharing for ideas. !

Deployments and Integration!

❖How do you get the code to the server? !

❖3rd Party Deployments!

❖Capistrano!

❖Rsync!

❖FTP!

❖SCP

Ways of getting your code to servers

Deployments and Integration!

❖ How do you get the code to the server?!

❖Who gets the code to the server? !

❖Hosting Company!

❖Developer!

❖Lead Tech!

❖Client?

Who is responsible for getting code to the server? One person or many? How do you manage it?

Deployments and Integration!

❖ How do you get the code to the server?!

❖ Who gets the code to the server? !

❖How do you deal with clients editing their live site?!

❖Who is responsible for code?!

❖How do you track changes?!

❖What if their kids get on their console?

How do you deal with the client that edits the code you just sent to the server Who is responsible How do you track changes What if your clients kid gets access to the server

Deployments and Integration!

❖ How do you get the code to the server?!

❖ Who gets the code to the server?!

❖How do you deal with clients editing their live site?!

❖How do you deal with clients insisting on using Magento Connect?

Finally — How do you track changes?

Seriously, you better be using this.

Source Control

❖ GIT!❖ SVN!❖ Mercurial!❖ Visual Source Safe

The important part is to educate the client on why they need to use source control and why they need to use Source Control.

Art & Design

How do you keep you designer under control? How do you let your client talk to your designer without having them use up all the hours on one project? !Let’s move on to the Developers !

Art & Design

How do you keep you designer under control? How do you let your client talk to your designer without having them use up all the hours on one project? !Let’s move on to the Developers !

Developers

How do you check code!Code audits are important. Who does it, how often and when?!

Mage::code(‘audit’);

How do you check code

DevelopersWhat is the minimum

number of certified developers you need?!

!

Compared to non-certified?!

What is a good ratio of certified vs regular developers

Developers

Roadmap to Certification!Do you have an education plan in place?

Road map to certification?

Server AdministrationWhat if you don’t have anyone in the office who can configure Varnish?

Who’s going to do Linux work if you don’t have anyone?

Developer ExchangeTaking this idea one step further, why not have a developer work in another agency’s office? !

!

This is the really exciting part - Talent Exchange Questions? <— if I am going to fast

Where did you get your Magento site?

Marketing and Documentation

Marketing!

Email Social Media Direct and Indirect SEO and PPC Training Partnerships!

Documentation!

Creating Standardizing Language SOW Change OrdersSOP

In this section we will briefly touch on some of the main documentation and marketing ideas. The goal is to expand on this in the future.

Email Marketing

Email marketing services Magento integrations Explaining to the client why they don’t want to use the built in Newsletter

Social Media Marketing

❖Social Media Management!❖Content Creation!❖Content Research!❖Content Implementation!❖SM Tools

Social Media — Marketing — Management — Content Creation — Content Research — Implementation — Tools

Direct and Indirect Marketing

❖ Direct Mailing!❖ Cold Calling!❖ Affiliates!❖ Promotions

All aspects of inbound and outbound marketing

SEO and PPC

Buy Look

?

SEO and PPC are the hardest areas to collaborate on because there is so much smoke and mirrors.

Documentation

Change OrdersSOP

Work OrdersChange Orders

Contracts!

Creating Standardizing

Language SOW

Documentation is the one of the easiest places we can collaborate on

Accounting and HR❖ General Billing and HR

I will touch on a few areas in regards to accounting and Human Resources

Accounting❖ General Billing and HR!

❖ How do you deal with disputes

How do you deal with hourly disputes

Accounting❖ General Billing and HR!

❖ How do you deal with disputes!

❖ What is fair between client and Agency?

What is fair to the client and the firm? (Maybe take this one out?)

Accounting❖ General Billing!

❖ How do you deal with disputes!

❖ Fairness with client and firm!

❖ We are not a free support line!

How do you explain to your client that Free software doesn’t mean free support?

Bandwidth, Cost and the talent pool

Remote Talent

❖ Team integration!❖ Virtual Teams!❖ Dealing with Language barriers

Team Integration

❖ Virtual Teams!❖ Remote Teams

Sub-Contracting work to other agencies Hiring and maintaining remote teams

Talar du Engelska?

❖ How do you integrate an out sourced person into your team!

❖ Remote vs local!❖ Dealing with Language barrier

How do we collaborate?

❖Talking!

❖Documentation!

❖People!

❖Ideas!

❖Conferences!

❖Running

Talk, Documentation, Talent exchange, Idea, Conference and of course Running

Pain Points

❖ How do we document the pain points and learn from them?

Olympic pain: Paula Radcliffe is distraught at the end of the women's marathon in Beijing.

What to do next?❖ WIKI Site or Blog!

❖ Agency Leadership to determine what to share and how much.!

❖ Partner with other Agencies!

❖ Exchange Talent!

❖ White label work!

❖ Continue the conversation

Network interested Agencies Partner with Agencies Talent Exchange

Contact Info:!

Email : brent@wagento.com!

Twitter : @brentwpeterson

Contact Info

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