Who should we talk to?


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Ask anyone if they know who their customer is and they will answer, somewhat indignantly: “Yes, of course I do!”. But do they? With organizations constantly changing and becoming more complex, it is getting more and more difficult to figure out who is the customer.

The traditional value chain turns out to be a complex value web in which most of us get entangled. Job titles are not longer covering the actual activities people are doing, the number of stakeholders and influencer has increased, and buyers and users are not longer the same. All this makes it harder to figure out who you should listen and talk to.

In this session we look at how to define the value web and gain insight across the value web (e.g. the different stakeholders in the customer purchasing funnel)? How do you deal with opposite and conflicting interests? And how these insights translate into your innovation and communication strategy? This will be demonstrated on the basis of real case studies.

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Who should we talk to?

  1. 1. “Who should we talk to?”:How insights help you to gain understanding in acomplex value net, without entangling yourself? Dr. Pamela ZH Pauwels Philips Healthcare
  2. 2. Introduction of End UserDriven Innovation Process
  3. 3. Some teething problemsInnovation teams sometimes disconnectedfrom sales team or the other way around Team continued to focus on the traditional buyer(s)Confusion about who the end-user is
  4. 4. • How to innovate and find focus without setting ourselves up for failure?• How can insights help us to be better at redefining the buying & usage process?
  5. 5. Who is ‘customer’?• Who are crucial in delivering your business goals?• Who are these different stakeholders in the value chain? What are the relationships between them?• What is the context ? 6
  6. 6. Typical Key Players End User The End User is the last person in the stakeholder chain to experience a difference or effect from the product/service Key stakeholder /user The key stakeholder is the person with the most to lose and most to gain from the problem we have identified (insight) and the benefit we offer. They are normally the one who mentions this insight first and can articulate most detail about the problem so for this reason . Customer The customer is the person or group of people who purchases and pays the bill for the solution based on the insight. They may be the key stakeholder, but do not have to be Other stakeholders or users It is good to have an understanding of who the others that influence the flow of decision making. With others we refer to experts, opinion leaders, government, patient association, etc. If they do not recognize the problem (insight) or agree with the solution they may boycott it. 7
  7. 7. Changing our approach to researchingthe market• Harvest knowledge in the organization first• Exploring your innovation ideas = first step of the selling process• Accessibility vs. Status vs. Method• MR in B2B = Balancing (Research Method + Communication + Co-creation)
  8. 8. Case study:Patient Monitoring Takes Measure Of New Stakeholder 9
  9. 9. Case StudyBringing benefits to all players in the value chain
  10. 10. Case study:Picking your first points of contact differently
  11. 11. 3 things you should remember• Slow down before accelerating• Take in account the holy trinity: buyer – (end) user – key influencer• Start with the end in mind
  12. 12. Thank you foryour attention 13
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