By Scott Himmer In Part 1 of this two-part series, I described some challenges that companies have in managing their customers’ experience as their software products evolve. These are not uncommon problems, nor are they easy challenges to overcome. In my experience, developers of legacy software that are working to grow their platform are generally the furthest behind the curve. If, in general, they have dealt with change management in a piece-meal fashion, they are bound to face a sobering reality at some point. These companies also have existing customers who have contributed to and have a vested interest in the legacy software. Plus, they need to onboard new customers on the legacy system who may struggle with the legacy software and want improvements. This situation can present a wicked problem that puts a company in a perpetual technical tug of war. Read More
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