Customer Discovery - determine business strategies Flashcards
Drucker’s 5
What is our purpose
Who are our customers
What do our customers value
What are our results
What is our plan
Purpose
Difference we make for our customers
vision, mission, value statements
How do determine Purpose
Vision, Mission, Value Statements
Why do buyers become customers?
How to determine Primary customers
ask sales, marketing, product managers - first source
social media - second source
how to determine what customers value
ask the customers
review feedback and reports
how to determine results
performance metrics - customer perceptions, financial performance, operational efficiency, organizational knowledge and capabilities, social contribution
what is our plan?
strategic plan or executive communiation on subject
where could salesforce be most useful to keep on track
four steps in customer centric information gathering
Get to know the customer
Be the customer
Establish a connection with the customer
Develop a timetable with the customer
know the customer
know the customer’s industry and business
research
analyze their goals
become the customer
slip into the role of the customer
required empathy, commitment, curiosity
geniune interest, shared experiences
build a connection with the customer
sharing insights with the customer
ask open-ended questions
develop timetable with customer
creating a strategy, storyboard, initial recs, make an agreement and roadmap
what is challenge framing
defining the focus of the problem to be resolved
benefits of challenge framing
defines time and skills to solve challenge
provides clarity and direction
sets expectations
shared definition of success
what is challenge scoping
process of creating a plan including organizing and managing the time, people, and resources to solve the framed challenge
what work will be done, who will do it, what the expected outcome is
what converts framed challenge to a solvable questions
how might we statements
how might we DO WHAT for WHO in order to GOAL
trade off
give one thing up in return for another
work streams
groups of tasks and activities to be completed by a group of teams
ideation
process of generating ideas around specific aspects of a larger design
benefits of how might we statements
generates a least 5 solutions, focuses on desired outcome, precise. DON’T be too narrow or broad.
What do you use to know the business?
Drucker’s 5 questions
what does project scope refer to?
boundaries, objectives, deliverables, and constraints of project
ITTO Diagram
Inputs, Tools, Techniques, Outputs
Illustrates the relationship between ITTO for project managaement process
ITTO - what are inputs?
resources, documents, information REQUIRED TO INITIATE or perform a PROCESS
ITTO what are tools and techniques?
methods to execute the process
ITTO - what are outputs?
results or deliverables produced
Benefits of well defined scope
Clarity and focus
Minimized risks
Effective planning
Stakeholder Satisfaction
ITTO - types of inputs
project charter - high-level description of project
Stakeholder register - list of all project stakeholders and roles
Requirements Documentation - detailed overview of requirements and project deliverables
ITTO - types of tools and techniques
Expert knowledge - expertise of subject matter
Facilitated workshops - collaborative sessions to gather score info
Stakeholder interviews - gather expectations
ITTO - types of outputs
Project Scope Statement - defines scope of project, deliverables, boundaries, contraints
Project Document Updates
what phase is org impact analysis done in?
Analyze
scope statement specification
This is the most fundamental deliverable on any project. It is a clear definition of what needs to be achieved and the work that must be done to deliver the project or product.
Functional requirements specification (FRS)
This is the business requirements that are defined from an end user or business perspective. It will specify the expected outcomes.
System requirements specification (SRS) document
This document details how the complete system should function and enumerates hardware, software, and functional and behavioral requirements of the system.
