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- 50%
of your innovations can come
from your customers. Why not
spawn innovation by letting
your customers co-design your
next products, services, processes
and business models?
- Would
you like to improve the customer
experience you offer? Make
it easier for your customers
and partners to do business
with you by engaging directly
with them to co-design their
ideal experiences.
- Want
to inject the Voice of the
Customer (VOC) into your projects?
Gain insights into customers’ context
and priorities before you re-design
business processes or set technology
priorities.
OVERVIEW
Customer Co-Design is a proven approach to upping your organization’s innovation
metabolism and harnessing the brainpower and insights of your customers and partners.
The foundation of customer co-design is Customer Scenario® Mapping,
an effective, hands-on consulting methodology that starts with your customers.
What do they care about? What do they need to accomplish? How would they ideally
like to reach their goals? This co-design approach focuses on identifying your
customers’ key goals and moments of truth—their key
scenarios. By
helping your customers transform their own processes, you’ll transform
your business. Together, you’ll discover new ways for your customers to
do the things that are important to them and new ways for your firm to provide
valued products and services. The discoveries you’ll make together will
drive customer loyalty, improve customer profitability, and yield competitive
differentiation.
By helping you quickly gather detailed customer requirements, Customer
Co-Design is ideally suited to help you reach your specific goals for a wide
range of customer-impacting initiatives, such as:
- Gather
requirements for new products
and services and ensure that
at least 30% of customers upgrade
to those new product/services
within the first year.
- Reduce
the time to close sales from
2 months to 4 days.
- Improve
customer self-service to increase
sales, lower costs, and improve
customer satisfaction.
- Align your entire ecosystem around customers’ success metrics. Reduce the friction in your partner and supply chain by monitoring and improving performance on customer-critical operational metrics.
SIGNIFICANT BENEFITS
| Growth |
Make it easy for customers to do business
by implementing the customer experience that they design. They’ll
do more business with you more profitably. Customers identify the cross-sell
and up-sell offers that they will welcome and demonstrate why and when
they’ll welcome them. Deliver those offers for increased revenue.
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| Reduced Cost |
In their designs, customers specify the
operational capabilities that they need and the channels that they prefer
to use for doing business with you. Streamlining operations and channels
to support these customer designs eliminates confusion and frustration.
Prioritizing from customers’ requirements focuses the scope of planned
projects, identifies reusable services, and eliminates duplication of
effort, thereby lowering costs. |
| Continuous Improvement |
Customers specify the metrics for their
customer scenarios. Use those metrics to measure, monitor, and refine
the processes and systems that support these customer scenarios to deliver
an excellent customer experience in functionality, performance, and availability. |
| Reduced Risk |
Customers co-design the processes and systems
that support their tasks and outcomes. Their implementation is “right” from
the first release. As a result, the risk typically associated with implementing
new capabilities is reduced significantly. |
THE RESULTS
Each half-day customer co-design session yields immediate benefits.
- You’ll
discover immediate “quick wins” you
can put into practice right
away.
- Your executives will align around key strategic action items with measurable results.
- Your
account team will be better
able to shorten time-to-close
sales and to grow business
with the customers and partners
with whom they engaged in the
co-design session, as well
as with other customers and
partners who share many of
the same context and issues.
The
Customer Co-Design approach has
been used by hundreds of organizations
in multiple industries, including
manufacturing, financial services,
high tech, education, not-for-profit,
healthcare, retail, and travel
and hospitality. These organizations
have realized impressive results
which have allowed the companies
to reap the rewards of increased
customer satisfaction and loyalty.
Make customer co-design a core
competency. We’re happy to
transfer
the methodology to your
team.
For more information:
Phone: +1.617.742.5200
Email: consult "@" psgroup.com
http://www.psgroup.com
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