Transformative Shift in Team Customer-Centric Thinking PPT
This PPT slide, part of the 25-slide Customer-centric Culture of Innovation PowerPoint presentation, presents a comparative analysis of team thinking before and after participating in a customer-centric workshop. It highlights a significant transformation in the mindset of the product team, emphasizing a shift from a product-centric to a customer-centric approach.
Before the workshop, the product team faced several challenges. There was disagreement on who the actual customer is, whether they are the buyer, user, installer, or influencer. This lack of clarity hindered the team's ability to define the market effectively, as they were focused on the product and technology rather than the customer's needs. The team struggled to identify the job the customer was trying to accomplish, leading to confusion regarding what constitutes a customer need. Furthermore, the belief that customers have latent needs that they cannot articulate added another layer of complexity. The absence of a unified understanding of customer needs resulted in no agreed-upon list, which stifled collaboration and alignment within the organization.
Post-workshop, the slide indicates a marked improvement. The product team now agrees on who the customers are and understands the reasons behind their choices. They have transitioned to defining the market from a customer-centric perspective, focusing on the job-to-be-done. There is newfound clarity on the specific jobs customers are trying to accomplish, supported by a job map. The team has reached cross-functional agreement on what constitutes a need, and they recognize that customers can articulate their needs when framed as outcomes. This collaborative effort has led to the establishment of a single, shared list of customer needs, enhancing alignment across functions and improving overall effectiveness.
This slide is part of the Customer-centric Culture of Innovation PowerPoint presentation.
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