Being customer-centric is considered critical for near and long-term business success in many markets. How, though, can we best understand customer needs and preferences? How are we defining 'customer' and what perspectives do we look at? This slide ware is intended to support the discussion and help organizations become customer-centric.
Increase opportunities for value and innovation Cross-functional Includes value delivered by other ecosystem players (partners, etc) Integrated and responsive to well-identified and validated customer needs Across all aspects of the Wheel of Value
Important to understand the customer’s world, the context within etc At Marketing Mechanics we use a technique we refer to as a “customer workflow model” to better understand the context within which the users of products and services need to work. It’s very likely that your customer participates in a larger process, contributing to only a part of the final work product their company produces. As an example of this workflow approach, let’s take a look at the production and distribution of digital video over the internet. User workflow? Context for the users’ work user?