Many large enterprise technology systems have suffered incidents that had significant impact to the customers as well as the firm itself. But experienced IT professionals know that learning from our mistakes is good, and so, too, is harnessing the lessons learned from a serious incident or problem.

When testing a product, it can be easy to neglect how support processes such as call verifications, email communication, online chat, and service request processes function. But these touchpoints go a long way toward defining customer experience and an organization in general. How can you improve?

Testers are rarely part of an entrepreneurial startup team, but are there lessons for them in the lean startup approach? Lee Copeland says yes. The basic idea behind lean startup is that companies should focus their time and resources more efficiently, and this concept surely can benefit testers.