Atlassian and Apple.

Confluence, <spanmargin-top: 0px; margin-right: auto; margin-bottom: 0px; margin-left: auto; padding-top: 1px; padding-right: 1px; padding-bottom: 1px; padding-left: 1px; border-top-; border-right-; border-bottom-; border-left-; border-style: initial; border-color: initial; outline-; outline-style: initial; outline-color: initial; font-size: 18px; vertical-align: baseline; background-image: initial; background-attachment: initial; background-origin: initial; background-clip: initial; background-color: rgb(221, 221, 221); max-; display: block; float: left; color: rgb(0, 0, 0); background-position: initial initial; background-repeat: initial initial; Take Web and Technical CommunicatorSarah Maddox as an example. Maddox thought so much of the Confluence product, that she recently wrote her acclaimed book Confluence, Tech Comm, Chocolate on it. How many employees have you seen that have named a book after the product and company they work for?

So what does Atlassian’s success reveal about the company ethos? When I asked Simons to describe it, he told me it was like how, “Jeff Bezos sails the ship in the right direction and the right speed whether there are quarterly earnings consequences or not. He just does the right things for the company.”

I pressed him for details, and revealed a few minor but important things the organization does to keep its customers happy.  Here are 7 of them:

1. They have a transparent pricing model. It’s always on the web, so their customers don’t need to call them. Point, click, buy and use.

2. Like Home Depot, give people tools that are easy to use and allow people to build their own solutions. Then, constantly improve the self-service model.

3. Every time a product question is asked by a customer, Atlassian engineers see it as a challenge to fix in the product or to make a quick update to the documentation.

4. Put up useful content on the web for free. They don’t use forms to slow people down. “Really good white papers will sell the product; no need for a form,” Simons said.

5. They’ve ingrained the engineering mindset in their culture. Keep things simple so that people can create software magic. Simons: “Our model doesn’t work at Jive Software.”

6. Always be testing. They  a/b test just about everything and look at conversion rates to determine if a feature, piece of content, or web page are effective.

7. Make their marketplace (enterprise app store) painless. They invested a lot in embedding the marketplace in their products for quick and easy installation.

I asked Simons if a potential IPO would disrupt the culture and Atlassian’s relationship with customers and partners.  Simons said he didn’t think so. I heard, “I don’t believe it will affect us,” — his tone said, “It’s not going to affect us”.

Maybe it’s because really great companies care about what they are trying to accomplish. They care about solving the problems of their customers without getting in their way. They care about delivering a remarkable experience without complexity. They care about open, transparent communication with their employees and partners.

That doesn’t sound like fortune cookie philosophy to me.

Article originally appeared in Forbes and is Written by Mark Fidelman

Original article available here.

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