Lessons learned when development teams engage on major customer escalations(waynehaber.com)
waynehaber.com
Lessons learned when development teams engage on major customer escalations
https://www.waynehaber.com/2022/11/lessons-learned-when-development-teams.html
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When a major customer issue is escalated to the development team, it is natural for the team to go into high anxiety mode, over-responding to the wrong things and under-responding to the right things.