Getting Value out of Customer Interactions
•
1 like•284 views
The importance of going outside the building, meeting customers, observing, listening, and asking questions has been emphasized many times over. And yes, we get it. We all do it, some better than others, but we all know it is crucial. There are lots of articles and tips for what to do before a meeting, and what to do during a meeting. But what do we do next after we come back from a meeting? This talk will engage the audience and share a practical framework to understand how to derive the most value from our customer interactions. Participants will learn proven techniques to: - Gather critical insights from customer conversations - Share actionable information across the organization - Build a meaningful relationship with customers
Recommended
More Related Content
Viewers also liked
Viewers also liked (13)
Similar to Getting Value out of Customer Interactions
Similar to Getting Value out of Customer Interactions (20)
Recently uploaded
Recently uploaded (20)
Getting Value out of Customer Interactions
- 1. You Got Out of the Office, Listened to Customers What Next? @rahulsabhyankar /RahulAbhyankar June 10, 2015
- 4. GET BACK IN
- 6. Meeting notes with Acme Inc. (2/5/2015) Dave and I visited Acme, Inc. I wanted to share my takeaways forthe team. Dave, please chime in with anything I missed. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec a diam lectus. Sed sit amet ipsum mauris. Maecenas congue ligula ac quam viverra nec consectetur ante hendrerit. Donec et mollis dolor. Praesent et diam eget libero egestas mattis sit amet vitae augue. Acme is working on a mobility project. They will have an RFI out next week. Nam tincidunt congue enim, ut porta lorem lacinia consectetur. Donec ut libero sed arcu vehicula ultricies a non tortor. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Aenean ut gravida lorem. Utturpis felis, pulvinar a semper sed, adipiscing id dolor. Pellentesque auctor nisi id magna consequat sagittis. We suggested a 3-way meeting with Microsoft to discuss our joint roadmap. Curabitur dapibus enim sit amet elit pharetra tincidunt feugiat nisl imperdiet. Ut convallis libero in urna ultrices accumsan. Donec sed odio eros. Donec viverra mi quis quam pulvinar at malesuada arcu rhoncus. They said <competitor's> profiling solution is much better than ours. They feel we are much stronger in authentication. Cum sociis natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. In rutrum accumsan ultricies. Mauris vitae nisi at sem facilisis semper ac in est.
- 7. Meeting notes with Acme Inc. (2/5/2015) Dave and I visited Acme, Inc. I wanted to share my takeaways forthe team. Dave, please chime in with anything I missed. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec a diam lectus. Sed sit amet ipsum mauris. Maecenas congue ligula ac quam viverra nec consectetur ante hendrerit. Donec et mollis dolor. Praesent et diam eget libero egestas mattis sit amet vitae augue. Acme is working on a mobility project. They will have an RFI out next week. Nam tincidunt congue enim, ut porta lorem lacinia consectetur. Donec ut libero sed arcu vehicula ultricies a non tortor. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Aenean ut gravida lorem. Utturpis felis, pulvinar a semper sed, adipiscing id dolor. Pellentesque auctor nisi id magna consequat sagittis. We suggested a 3-way meeting with Microsoft to discuss our joint roadmap. Curabitur dapibus enim sit amet elit pharetra tincidunt feugiat nisl imperdiet. Ut convallis libero in urna ultrices accumsan. Donec sed odio eros. Donec viverra mi quis quam pulvinar at malesuada arcu rhoncus. They said <competitor's> profiling solution is much better than ours. They feel we are much stronger in authentication. Cum sociis natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. In rutrum accumsan ultricies. Mauris vitae nisi at sem facilisis semper ac in est.
- 8. Meeting notes with Acme Inc. (2/5/2015) Dave and I visited Acme, Inc. I wanted to share my takeaways forthe team. Dave, please chime in with anything I missed. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec a diam lectus. Sed sit amet ipsum mauris. Maecenas congue ligula ac quam viverra nec consectetur ante hendrerit. Donec et mollis dolor. Praesent et diam eget libero egestas mattis sit amet vitae augue. Acme is working on a mobility project. They will have an RFI out next week. Nam tincidunt congue enim, ut porta lorem lacinia consectetur. Donec ut libero sed arcu vehicula ultricies a non tortor. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Aenean ut gravida lorem. Utturpis felis, pulvinar a semper sed, adipiscing id dolor. Pellentesque auctor nisi id magna consequat sagittis. We suggested a 3-way meeting with Microsoft to discuss our joint roadmap. Curabitur dapibus enim sit amet elit pharetra tincidunt feugiat nisl imperdiet. Ut convallis libero in urna ultrices accumsan. Donec sed odio eros. Donec viverra mi quis quam pulvinar at malesuada arcu rhoncus. They said <competitor's> profiling solution is much better than ours. They feel we are much stronger in authentication. Cum sociis natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. In rutrum accumsan ultricies. Mauris vitae nisi at sem facilisis semper ac in est.
- 9. Meeting notes with Acme Inc. (2/5/2015) Dave and I visited Acme, Inc. I wanted to share my takeaways forthe team. Dave, please chime in with anything I missed. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec a diam lectus. Sed sit amet ipsum mauris. Maecenas congue ligula ac quam viverra nec consectetur ante hendrerit. Donec et mollis dolor. Praesent et diam eget libero egestas mattis sit amet vitae augue. Acme is working on a mobility project. They will have an RFI out next week. Nam tincidunt congue enim, ut porta lorem lacinia consectetur. Donec ut libero sed arcu vehicula ultricies a non tortor. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Aenean ut gravida lorem. Utturpis felis, pulvinar a semper sed, adipiscing id dolor. Pellentesque auctor nisi id magna consequat sagittis. We suggested a 3-way meeting with Microsoft to discuss our joint roadmap. Curabitur dapibus enim sit amet elit pharetra tincidunt feugiat nisl imperdiet. Ut convallis libero in urna ultrices accumsan. Donec sed odio eros. Donec viverra mi quis quam pulvinar at malesuada arcu rhoncus. They said <competitor's> profiling solution is much better than ours. They feel we are much stronger in authentication. Cum sociis natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. In rutrum accumsan ultricies. Mauris vitae nisi at sem facilisis semper ac in est.
- 10. Capture
- 11. “We do not learn from experience….we learn from reflectingon experience” John Dewey
- 12. Capture
- 14. Whatwere our assumptionsbefore the meeting? Customermayhavesecurityconcernsaboutcloudservices Our securityarchitectureshouldaddressconcerns
- 15. Whatdid we observe? Jim’s boss,VP ofInfosec,stayedtheentire time Two big screen TVson the wall showourdashboard
- 16. Whatdid we learn? Jim got promoted Jim askedfor a white paper aboutcloudsecurity Jim andhis bossplan to attendthe GartnerSecuritySummit Separateprojectformobility but notin Jim’s group
- 17. Whatwill we do next? Createa white paper aboutcloudsecurity (@John) AttendGartnerSecuritySummit(@Dave) …
- 23. GAINS Desired outcomes, benefits PAINS Undesired outcomes, risks, challenges JOBS Trying to get done
- 28. Create a white paper on cloud security (@John)
- 29. Can you use this? What might stop you?
- 30. Rahul Abhyankar ex-VPof ProductManagement,McAfee co-founder,InstituteofProductLeadership LeanLaunchpadEducator(Citrix,MIT) Best Practices Education,Consulting BuildingstrongPMorganizations Productlifecycle Strategy&roadmapframeworks Businessleadership THANK YOU