Customer obsession - Critical role in building winning products
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From this presentation you will learn about customer obsession
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Customer obsession - Critical role in building winning products
- 1. www.productschool.com Customer obsession - Critical role in building winning products
- 2. Join 35,000+Product Managers on Free Resources Discover great job opportunities Job Portal prdct.school/PSJobPortalprdct.school/events-slack
- 3. CERTIFICATES Your Product Management Certificate Path Product Leadership Certificate™ Full Stack Product Management Certificate™ Product Management Certificate™ 20 HOURS40 HOURS40 HOURS
- 4. C O U R S E S Corporate Training Level up your team’s product management skills
- 5. Malthi SS T O D A Y ’ S S P E A K E R
- 6. 6 19Y | Experience 10Y | Engineer 9Y | Product Management PM Community evangelist GHCI 2019 Design and Product track reviewer Women in Tech founder@SGGSC SAP Test Data Migration Server xCP QuickBooks Payroll TurboTax KYC Products
- 9. What product leaders have to say!!
- 12. Impact your customer lives so profoundly that they can’t imagine going back to the old way. - Scott Cook (Founder of Intuit)
- 13. Anyone thinks that Customer Obsession is not needed to build products and stay relevant. I know what my customers want.
- 14. What is Customer Obsession? Keep your customer in the center and build/align your business around them
- 15. How to be Customer Obsessed?
- 16. Know your customer needs - better than they do themselves Build Customer Empathy Get out of your office and go into your customer’s space Have a conversation with the customer Observe, Interview and Immerse Discover “unknown unknown” of the customer Identify the “most” important problem statement
- 17. Eat your own dog food Use your own products in the company - Use IE browser to build IE - Using GitHub to build GitHub
- 18. Most dissatisfied customers are the best sources Speak to the dissatisfied customers Understand why customers are leaving your product Check with NPS Survey
- 19. Data driven customer insights Listen to Voice of Customers: reviews social media customer support product feedback User behavior Invest in the tools and programs to translate these into meaningful insights
- 20. Know the landscape, Disruptive Thinking Competitive Analysis Conduct periodic market research Identify whitespaces Understand the local flavor Use technology as a differentiator Keep it simple New business modal
- 21. Customer Empathy – Discover
- 22. Discover Personally meet your customers in their space – Go deep in the conversation Prepare the structure to your conversation beforehand Observe them using the product. Have separate people for interview and observer. Ask open ended question – Why, How, What Practice active Listening (90-10 rule) Outside-in perspective – Market information Engage with extreme users Prototype research, Usability research studies
- 23. Synthesize Insights Look for patterns and lead to insights. Trust your gut Savor surprises Empathy Map User Journey Define Customer Benefit Frame Problem Statement
- 25. Don’ts for building Customer Empathy Have only proxies for research Doing comparisons Disregarding situation as unimportant Sugarcoat Solving the problem
- 26. Recommendations Hooked – How to build Habit-Forming products by Nir Eyal Design Thinking Framework by IDEO
- 27. Exercise Practice sustainability – Form a group of 2 and interview your team member on this topic. Change the roles Each interview – 5 minutes Take Notes
- 28. www.productschool.com Part-time online Product Management Training Courses and Corporate Training