It was such a busy week for my team. We had to deliver 3 dashboards with Power App embedded in Power BI along with Power Automate to do some background work. I wasn't familiar with Power App and Power Automate. Fortunately, I had the best support from Data Science Dojo.

The stakeholders were happy. I demoed throughout the development process because it was a very customized project with multiple people involved. They wouldn't be happy with me if I didn't do that. Keep up with regular communication and demos. You'll deliver actual value!

One of the most important things in data analytics is to build relationships with your stakeholders. This is an absolute must. Otherwise, you risk everything. Why would you want that?

How to Destroy Stakeholder Relationships in One Simple Step

Blame your stakeholders for not knowing how to use your products.

My team was tasked with finding the right API integration tool for my company. Because we knew little about API integration, we relied on the vendors to demo and help us understand their products.

We were in talks with 2 big-name vendors. Let’s call them Vendor A and Vendor B.

The difference between the two was night and day.

Vendor A

We already had a contract with Vendor A for other tools we used. The problem was that we were trying to get out of this contract because they were difficult to use. For the price that we paid per year, it wasn’t worth it.

Vender A wanted to save the relationship by showcasing how good their tool is for API integration, which was already included in our current contract.

I asked them why the tool for the master data management was so difficult to navigate.

In order to make it work, we had endless phone calls with their IT helpdesk and had to install modules on our SAP. It was so complex that we had to hire someone to help us.

Instead of listening to understand what I was doing exactly, the account manager had an attitude.

“Our tool requires proper training. You don’t have the proper knowledge to work the tool,” the account manager proclaimed.

“How come Vendor B’s tool was so easy to connect to our databases?” I said.

“Again, you didn’t attend the 20-hour training,” he emphasized.

How did I feel about Vendor A?

Negative.

They sure knew how to keep their customers happy.

After this humiliating meeting, we had a meeting with Vendor B for the exact tool needs.

Vendor B

Vendor B started by asking what our use cases were. As we explained our needs and potential usage, Vendor B showcased different preset connectors for many databases we already use.

They continued to demo how we could customize these API calls to suit our specific needs. When we asked rudimentary questions, they answered with empathy and shared many educational blog posts with us.

They thanked us for the opportunity to showcase the tool and would demo whatever we’d like to see when we’re ready.

How did I feel about Vendor B?

Phenomenal.

Customer Experience in Data Analytics

This experience reminds me of how we interact with stakeholders in data analytics. When dashboards or data science projects didn’t turn out the way they wanted, were you like Vendor A or Vendor B?

Stakeholders aren’t always right, but they aren’t wrong either. As data professionals, you’re responsible for guiding them to achieve the desired outcome.

Would you enjoy working with data teams who blame you for not understanding the technology?

Of course not. Your stakeholders don’t have to understand it, and that’s why they pay you to do it!

How can you serve your stakeholders when you don’t take the time to understand them?

Let’s strive to be like Vendor B, who takes the time to listen and understand.

Customer service should be front and center for data professionals.

Listen to your stakeholders and get to know them.

Build that trust.

Your data projects will be easier than ever to deliver.

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