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• A proven consulting methodology for Customer Co-Design for gathering customers’ future requirements based on their scenarios
• Jump-starts your product and process development cycles based on customers’ metrics and priorities

OVERVIEW

Customer Scenario® Mapping is the best way to prioritize and to redesign your processes from your customers’ perspective. Using this technique, you can quickly discover and communicate a context-rich set of customers’ ideal requirements. In a single session, you can easily capture customers’ priorities, their metrics, the information they feel is critical, the offers they will value, the resources and application services you’ll need to provide, the policies and processes you’ll need to change and the business case for redesigning your processes to better support or transform your customers’ processes.

The visual representation of the requirements conveys in minutes what would take hours to communicate in prose. The scenario map helps everyone in your company understand the part they play in delivering the customer experience, the impact of policies and practices on customer satisfaction, and the value to the organization and to the customer in changing (or retaining) those policies and practices.

SIGNIFICANT BENEFITS

Capturing the Customers’ Point of View	CSM is a low-tech, hands-on methodology that is driven by customers’ wants and needs. Focusing on what the customer is trying to achieve, your company is much more lightly to contribute to their successful outcomes, thus ensuring loyalty.
Quickly Gather Customer Requirements and Priorities	In the course of a few hours, you can gather specific details about what your customers want and how they want to do business with you. By capturing the metrics of how customers’ measure success, as well as what they consider to be the most crucial “moments of truth, ” you gain a clear view of customers’ priorities.
Shave Months off Your Product and Process Development Cycles	By prioritizing product/service and business process design based on what you learn from customers, you can typically cut months of trial and error off development cycles. Because the priorities have been defined by customers, based on their ideal relationship with your company, customers more quickly embrace new offerings or ways of doing business with you.
Cost-Cutting and Organic Revenue Growth	The process is very efficient and can be a critical cost-cutting tool as well as an organic revenue growth tool. The Customer Scenarios provide clear metrics down a line-of sight starting with what matters to customers. The scorecards prioritize customer-critical issues and provide a business case hypothesis for each.
Benefits for Customers, Partners, & Stakeholders	As you prioritize and take actions, customers will begin to see immediate benefits. Your partners will gain more visibility into the processes that matter most to them. Your stakeholders will gain visibility into the metrics and real-time data that matters most to their customers and their business.
New Insights	Each co-design session with its interviews, scenarios, and scorecards provide insights that you're probably NOT going to develop any other way. You can use this approach tactically, on an as-needed basis, in different geographies and vertical markets, or strategically, as part of your ongoing customer-centric approach to doing business.

We have been using the Customer Scenario Mapping methodology in our consulting practice for almost 20 years with hundreds of client organizations. These companies have achieved impressive results, and many have chosen to train their own people to be CSM facilitators/consultants so that customer co-design has become a core competency within the organization. We’re happy to transfer the methodology to your team.

For more information, please contact csm "@" psgroup.com or (617) 742-5200.