Voice of the Customer may be one of the most misunderstood concepts in the product management process. Unfortunately any survey or conversation with a customer these days is labeled as “Voice of the Customer” and just viewed as a “check box” item.
We will relate different Voice of the Customer approaches with project portfolio classifications for product development
Voice of the Customer may be one of the most misunderstood concepts in the product management process. Unfortunately any survey or conversation with a customer these days is labeled as "Voice of the Customer" and just viewed as a "check box" item. In this discussion we will describe how there are different approaches to collecting the Voice of the Customer and how the wrong approach will unintentionally bias the results that are obtained. We will relate different Voice of the Customer approaches with project portfolio classifications for product development. Recommendations for how to apply them in different segments of the value chain will also be provided.
About the Speaker:
Dr. Jose A. Briones is a Sr. Consultant with C-Level Advisors a team of senior level experts and analysts that work with companies in developing business strategy, acquiring and integrating companies, creating alliances, creating go-to-market strategies, and designing product portfolios. He has 20 years of commercial and technical experience in the manufacturing and technology industries, holding positions in the areas of marketing, innovation, sales, engineering and R&D.
Dr. Briones has been the leader in the commercialization of over 40 products in the fields of chemicals, materials, apps and cloud software in the U.S., Europe and Latin America. He has been named as inventor in 7 patents.
Upcoming Events
Reserve your seat for the next AIPMM webinar. Visit: http://aipmm.com/aipmm_webinars/.
Want To Certify Your Team?
If you have a product team of 10 or more that you want to certify, visit: http://bit.ly/1bzjUYB.
About AIPMM
The AIPMM is the hub of all things product management. It is where product professionals go for answers. With members in over 65 countries, it is the worldwide certifying body of product team professionals.
It is the world's largest professional organization of product managers, brand managers, product marketing managers and other product team professionals who are responsible for guiding their organizations, or clients, through a constantly changing business landscape.
AIPMM's certification programs are internationally recognized because they allow product professionals to demonstrate their expertise and provide corporate members an assurance that their product management and marketing teams are operating at a high competency level.
Visit http://www.aipmm.com.
Call For Speakers: http://bit.ly/1b006vm
Subscribe: http://www.aipmm.com/subscribe
LinkedIn: http://www.linkedin.com/company/aipmm
Membership: http://www.aipmm.com/join.php
Certification: http://aipmm.com/html/certification
Articles: http://www.aipmm.com/html/newsletter/article.ph
The Internet has made lives simpler and task execution efficient. Listening to the voice of customers is not a Herculean task, thanks to the plethora of ways in which a business can reach out to a customer. Let's have a quick look at the most popular VoC methodologies in vogue.
Read more: https://surveysparrow.com/voice-of-customer/voice-of-customer-tools/
Webinar voice of the customer best practices 100814 finalQualtrics
In the era of immediacy, customers are more demanding than ever and driving the need for fast and frequent voice of the customer insights. If organizations don't listen and improve, customers will go elsewhere.
Join featured speaker Maxie Schmidt-Subramanian of Forrester Research Inc. and Qualtrics experts, as they share the latest research and best practices around voice of the customer (VoC) programs. Specifically, they'll dive into tips and techniques you can apply to ensure your customer's voice is heard and your products and services are continuously improved.
What, How, and Why of Voice of Customer (VoC)Drive Research
In this presentation you'll learn more about the what of VoC, the how of VoC, and the why of VoC. Brought to you by Drive Research, a market research company in Syracuse, NY.
Steve Mast, President, Delvinia, delivered the following presentation at the the company's Voice of the Customer Roadshow, held in Toronto on June 21 and presented in partnership with Confirmit and AskingCanadians.
Utilizing Voice of the Customer Insights to Improve Customer Experiences and ...Anthony Salerno
Find out how your utility can improve customer experience through an effective Voice of the Customer program. We will discuss what a VoC program is, and take a look at how to implement this type of program within your business.
The Future of Voice of Customer Programmes - from Research to Customer Engage...Richard Sedley
What if you turned your voice of customer programme into a customer engagement programme?
Too many VoCPs substitute Net Promoter Score targets for thinking about how this valuable customer touch-point can be used to improve engagement.
This presentation was given in March 2011 at the Directors' Forum on Voice of Customer / Feedback / Customer listening
Voice of the Customer may be one of the most misunderstood concepts in the product management process. Unfortunately any survey or conversation with a customer these days is labeled as "Voice of the Customer" and just viewed as a "check box" item. In this discussion we will describe how there are different approaches to collecting the Voice of the Customer and how the wrong approach will unintentionally bias the results that are obtained. We will relate different Voice of the Customer approaches with project portfolio classifications for product development. Recommendations for how to apply them in different segments of the value chain will also be provided.
About the Speaker:
Dr. Jose A. Briones is a Sr. Consultant with C-Level Advisors a team of senior level experts and analysts that work with companies in developing business strategy, acquiring and integrating companies, creating alliances, creating go-to-market strategies, and designing product portfolios. He has 20 years of commercial and technical experience in the manufacturing and technology industries, holding positions in the areas of marketing, innovation, sales, engineering and R&D.
Dr. Briones has been the leader in the commercialization of over 40 products in the fields of chemicals, materials, apps and cloud software in the U.S., Europe and Latin America. He has been named as inventor in 7 patents.
Upcoming Events
Reserve your seat for the next AIPMM webinar. Visit: http://aipmm.com/aipmm_webinars/.
Want To Certify Your Team?
If you have a product team of 10 or more that you want to certify, visit: http://bit.ly/1bzjUYB.
About AIPMM
The AIPMM is the hub of all things product management. It is where product professionals go for answers. With members in over 65 countries, it is the worldwide certifying body of product team professionals.
It is the world's largest professional organization of product managers, brand managers, product marketing managers and other product team professionals who are responsible for guiding their organizations, or clients, through a constantly changing business landscape.
AIPMM's certification programs are internationally recognized because they allow product professionals to demonstrate their expertise and provide corporate members an assurance that their product management and marketing teams are operating at a high competency level.
Visit http://www.aipmm.com.
Call For Speakers: http://bit.ly/1b006vm
Subscribe: http://www.aipmm.com/subscribe
LinkedIn: http://www.linkedin.com/company/aipmm
Membership: http://www.aipmm.com/join.php
Certification: http://aipmm.com/html/certification
Articles: http://www.aipmm.com/html/newsletter/article.ph
The Internet has made lives simpler and task execution efficient. Listening to the voice of customers is not a Herculean task, thanks to the plethora of ways in which a business can reach out to a customer. Let's have a quick look at the most popular VoC methodologies in vogue.
Read more: https://surveysparrow.com/voice-of-customer/voice-of-customer-tools/
Webinar voice of the customer best practices 100814 finalQualtrics
In the era of immediacy, customers are more demanding than ever and driving the need for fast and frequent voice of the customer insights. If organizations don't listen and improve, customers will go elsewhere.
Join featured speaker Maxie Schmidt-Subramanian of Forrester Research Inc. and Qualtrics experts, as they share the latest research and best practices around voice of the customer (VoC) programs. Specifically, they'll dive into tips and techniques you can apply to ensure your customer's voice is heard and your products and services are continuously improved.
What, How, and Why of Voice of Customer (VoC)Drive Research
In this presentation you'll learn more about the what of VoC, the how of VoC, and the why of VoC. Brought to you by Drive Research, a market research company in Syracuse, NY.
Steve Mast, President, Delvinia, delivered the following presentation at the the company's Voice of the Customer Roadshow, held in Toronto on June 21 and presented in partnership with Confirmit and AskingCanadians.
Utilizing Voice of the Customer Insights to Improve Customer Experiences and ...Anthony Salerno
Find out how your utility can improve customer experience through an effective Voice of the Customer program. We will discuss what a VoC program is, and take a look at how to implement this type of program within your business.
The Future of Voice of Customer Programmes - from Research to Customer Engage...Richard Sedley
What if you turned your voice of customer programme into a customer engagement programme?
Too many VoCPs substitute Net Promoter Score targets for thinking about how this valuable customer touch-point can be used to improve engagement.
This presentation was given in March 2011 at the Directors' Forum on Voice of Customer / Feedback / Customer listening
As a marketing personnel, it is important for you to understand the voice of the customer and how you can enhance your services. Take a look at a slide my group mates and I put together here for better insight!
Voice of Customer Program Design - Capturing Customer Feedback across All Interactions is a Keynote presentation delivered by Mohamad El-Hinnawi at the International Customer Experience Management Summit held in Istanbul on September 2014.
CX Strategy & Design in the domain of Participatory Energy for RMIT Online course
As customers, how do we overcome disinformation and infoxication to invest in distributed energy resources (DER) or solar energy as an example?
As vendors, how do we build trust, transparency, and independence in relevant information that empower potential customers to engage in renewable energy supply, storage and sharing?
Join us on a journey into the future, where even 5 years from now, many of today’s challenges of insights specialists will no longer be challenges. But, how will we evolve?
SKIM Chairman, Dirk Huisman, is sharing 5 converging trends in insights generation that will define the 2020 reality for market research and how insights specialists can and will implement these changes to make it happen. He concludes that in 2020 the converging trends will result in a significant change in the way insight specialists will operate and function and that the insights’ services and the way services are provided will change drastically.
Find out more at www.skimgroup.com/customer-insights-2020.
Outperform Webinar Series: How to Optimize Your Checkout Flow & Engage Your C...Optimizely
Join Optimizely’s lead strategy consultant, Alek Toumert, to understand how to experiment and optimize throughout the checkout flow.
Consumer’s expectations have been rapidly changing, and the checkout process is one of the most important consumer engagement points. Experimentation can enable you to create a better checkout experience, regardless of channel. As the only experimentation platform that is PCI compliant across the board, Optimizely enables customers to experiment at any point in the customer journey.
Generating Quality Hypotheses For Higher Uplifts | Masters of Conversion by VWOVWO
Running an experiment without a hypothesis is similar to shooting in the dark. Hypotheses helps you prioritize your tests, stay focused, and keep everyone in the organization on the same page.
In this talk, Antonia shares how to test better stuff by having testing hypotheses with research that uncovers real customer problems. Learn a process that improves customer experience and gets double digits uplifts.
Antonia will share how Bitdefender applied the method to get 85.4% uplift when redesigning a key page.
Key insights from the Forrester report by Kerry Bodine and Moira Dorsey. Forrester defines customer experience as how customers perceive their interactions
with your company. Executives don’t get to decide how customer-centric their
companies are — customers do.
Whether business-to-consumer (B2C) or business-to-business (B2B) — or productor
service-focused — every company in every industry can leverage great customer
experiences for business gain. Customer experience has always been important.
Paul Rouke from PRWD introduces you to usability and user experience, and provides you with a range of insights, tips and best practice that can be used when working on web projects.
The presentation slides cover key site areas such as homepages, landing pages and enquiry pages.
The twitter hashtag is #UX101
A/B Testing best practices from strategic vision to operational considerations to communication and finally expectations management. We need to adhere to fundamental project management, technology, statistical, experimental design, UX Design, Customer Relationship, business and data principles to ensure that the insights and hence the decision is as trustworthy as possible.
The objective of usability activities at the implementation stage are to ensure that detailed design takes account of usability principles.
This can be achieved by:
use of style guides and design guidelines
ensuring that rapid prototyping activities incorporate usability
http://liveworkstudio.com/topics/customer-experience-architecture/
Digital customers are ahead of most businesses. This presentation will present opportunities for businesses to develop and evolve digital abilities. Using a customer architecture strategy will enable businesses to identify the core elements of the digital strategy and help the organisation focus on the digital capabilities that create value for the business and its customers.
Businesses face a multitude of challenges in today’s environment. The overall speed of business is constantly increasing. Decisions are made within minutes and channels are diversifying rapidly. Perhaps most importantly, face-to-face interaction has started to become a luxury, rather than a necessity or consequence of everyday behavior.
As a marketing personnel, it is important for you to understand the voice of the customer and how you can enhance your services. Take a look at a slide my group mates and I put together here for better insight!
Voice of Customer Program Design - Capturing Customer Feedback across All Interactions is a Keynote presentation delivered by Mohamad El-Hinnawi at the International Customer Experience Management Summit held in Istanbul on September 2014.
CX Strategy & Design in the domain of Participatory Energy for RMIT Online course
As customers, how do we overcome disinformation and infoxication to invest in distributed energy resources (DER) or solar energy as an example?
As vendors, how do we build trust, transparency, and independence in relevant information that empower potential customers to engage in renewable energy supply, storage and sharing?
Join us on a journey into the future, where even 5 years from now, many of today’s challenges of insights specialists will no longer be challenges. But, how will we evolve?
SKIM Chairman, Dirk Huisman, is sharing 5 converging trends in insights generation that will define the 2020 reality for market research and how insights specialists can and will implement these changes to make it happen. He concludes that in 2020 the converging trends will result in a significant change in the way insight specialists will operate and function and that the insights’ services and the way services are provided will change drastically.
Find out more at www.skimgroup.com/customer-insights-2020.
Outperform Webinar Series: How to Optimize Your Checkout Flow & Engage Your C...Optimizely
Join Optimizely’s lead strategy consultant, Alek Toumert, to understand how to experiment and optimize throughout the checkout flow.
Consumer’s expectations have been rapidly changing, and the checkout process is one of the most important consumer engagement points. Experimentation can enable you to create a better checkout experience, regardless of channel. As the only experimentation platform that is PCI compliant across the board, Optimizely enables customers to experiment at any point in the customer journey.
Generating Quality Hypotheses For Higher Uplifts | Masters of Conversion by VWOVWO
Running an experiment without a hypothesis is similar to shooting in the dark. Hypotheses helps you prioritize your tests, stay focused, and keep everyone in the organization on the same page.
In this talk, Antonia shares how to test better stuff by having testing hypotheses with research that uncovers real customer problems. Learn a process that improves customer experience and gets double digits uplifts.
Antonia will share how Bitdefender applied the method to get 85.4% uplift when redesigning a key page.
Key insights from the Forrester report by Kerry Bodine and Moira Dorsey. Forrester defines customer experience as how customers perceive their interactions
with your company. Executives don’t get to decide how customer-centric their
companies are — customers do.
Whether business-to-consumer (B2C) or business-to-business (B2B) — or productor
service-focused — every company in every industry can leverage great customer
experiences for business gain. Customer experience has always been important.
Paul Rouke from PRWD introduces you to usability and user experience, and provides you with a range of insights, tips and best practice that can be used when working on web projects.
The presentation slides cover key site areas such as homepages, landing pages and enquiry pages.
The twitter hashtag is #UX101
A/B Testing best practices from strategic vision to operational considerations to communication and finally expectations management. We need to adhere to fundamental project management, technology, statistical, experimental design, UX Design, Customer Relationship, business and data principles to ensure that the insights and hence the decision is as trustworthy as possible.
The objective of usability activities at the implementation stage are to ensure that detailed design takes account of usability principles.
This can be achieved by:
use of style guides and design guidelines
ensuring that rapid prototyping activities incorporate usability
http://liveworkstudio.com/topics/customer-experience-architecture/
Digital customers are ahead of most businesses. This presentation will present opportunities for businesses to develop and evolve digital abilities. Using a customer architecture strategy will enable businesses to identify the core elements of the digital strategy and help the organisation focus on the digital capabilities that create value for the business and its customers.
Businesses face a multitude of challenges in today’s environment. The overall speed of business is constantly increasing. Decisions are made within minutes and channels are diversifying rapidly. Perhaps most importantly, face-to-face interaction has started to become a luxury, rather than a necessity or consequence of everyday behavior.
Lean voice of customer training on how to use voice of customer analysis to develop segments and new innovative customer solutions according to both voiced and intrinsic needs
Integrating UX into Voice of the Customer ProgramsCentralis
Centralis' Kathi Kaiser outlines the organizational challenges that limit the participation of user experience professionals in corporate "Voice of the Customer" initiatives.
Kaiser proposes a cross-functional model for UX, analogous to quality departments in hospitals or safety functions in manufacturing. An interdisciplinary UX Council integrates each department's unique perspective on customer needs, supported by a UX Strategy function to execute the priorities of the Council.
Kaiser urges UX professionals to adopt a cooperative, service-focused mentality when working with other departments to reduce in-fighting and focus organizational energy on the pursuit of success through meeting & exceeding customer needs.
Presented at the User Experience Professionals' Association annual conference, June, 2012.
Simple Design Solutions to Improve Lives Around the World - Images Only VersionJose Briones
80% of humanity lives on less than $10/day. If you are part of the world's lowest socioeconomic level you may be living on a house that can barely be called that. It's a collection of sticks, cardboard, plastic sheet. A dirt floor, no water, electricity or sewage. Enter frugal innovation or frugal engineering: The process of reducing the complexity and cost of a good and its production. Usually this refers to removing nonessential features from a durable good in order to sell it in developing countries. In this chapter of the "Beyond Stage Gate" series, we explore simple, low cost, effective and proven global design solutions that do not require exotic technology but that when combined can dramatically improve the quality of life of people around the world.
Tips and tricks for effective in-app customer research and surveys. This slideshare walks you through the growing importance of mobile research, the questions you should be asking when designing an in-app survey, and a few best practices we've discovered while working with our enterprise customers.
How Gamification Can Help You Generate Ideas, Improve Product Design and Incr...Jose Briones
Many people hear about gamification and think that it is not applicable to their work since they do not work in the gaming industry. However, companies like Dropbox and other have proven that gamification is applicable to any industry, product or service. This session will discuss how to use gamification in your company to generate ideas, improve product design and increase sales. Recent examples of successful gamification concepts will be shown.
It’s a well known fact: More companies focus on customer service effectiveness during a downturn than when sales are buoyant and the economy is on the boil. The approach is right. Customer retention becomes a key focus area during a downturn, as it is 10 times more expensive to create a totally new customer than selling some more of your existing product portfolio to existing customers. Most companies lose some 20-25% of their customer base annually for a variety of reasons. An effective retention strategy will in fact be able to squeeze growth out of arresting attrition! Many companies will also take the approach that the existing customer base is an asset worth protecting and what better way to keep customers than by providing exceptional customer service!
Lean-Six Sigma may conjure up visions of a complex production / logistics based initiatives designed to improve industrial processes and drive costs out. Little is in fact known about lean-Six Sigma applied to the customer service environment. In this paper we will explore some approaches and find some pretty good arguments why lean-six sigma based programs are particularly effective in the customer service environment.
Using Value-Based Innovation for New Product IntroductionsJose Briones
This updated presentationshows successful examples of companies selling products based on value. Quantification of value is critical to a successful product introduction and this presentation provides a basic overview of the tools to measure it. In addition, a new tool, the Value Box is introduced to capture the value/price space and develop pricing strategy
The new power of the customer voice - social media's place in businessTom Raftery
Social Media have given the customer a new voice, a powerful voice they haven't had before.
How are they using that voice, and how can your business benefit from it?
This presentation (for the Atos customer CxO forum in Brussels) seeks to answer some of those questions.
Planning and launching a Voice of Customer program might seem like a daunting task, but fear not, we have put together a best practice guide to help you launch an effective Voice of Customer program in 2016. Download the full guide at pages.kampyle.com/2016-voc-toolkit
There are many well understood and widely adopted methodologies for building software products. However, the nuances in application often differ widely from company to company.
This deck articulates a framework that I have developed over my career. Some concepts are exclusively my own. Some borrow wholesale from people much smarter than myself: Eric Ries, Anthony Ulwick, Michael Cohn, Clayton Christensen, Alan Klement (I cite sources extensively throughout this deck).
This framework takes an inherently unpredictable, creative process, and makes it repeatable while maintaining flexibility. There is lots of room to adapt and innovate within this framework, both individually and as a team. However, I think it is important that a product organization in a company (developers, designers and PMs) speaks a consistent language and shares the same fundamental methodology. That’s what this framework provides.
What is Content marketing - Moses GomesMoses Gomes
This presentation highlights different types of content formats for digital. Different styles of format requirements for different purposes. Like you need to write different types of blogs when it comes to the awareness phase, compare to other phases in the path to purchase.
Innovation: The Intersection of Invention and Value. Jose A. Briones, Ph.D.Jose Briones
One of the biggest problems that a product manager encounters when starting an innovation program or project is to reach consensus on the definition of innovation. This is more than a semantics issue. Without agreement on exactly what the goal is - the team is unlikely to achieve it. In this introduction to the “Beyond Stage-Gate” series we will discuss
A new definition of innovation that applies not just to products but to services, business models or business processes
How to relate innovation and value
Why being new is not enough for something to be called innovative
What is necessary to define the innovation as incremental, radical or disruptive
How different types of innovations must be managed differently within the development process.
How to Determine What Your Customer WantsTravis Levell
This short presentation will help you discover your customers, and identify what they want from your startup. Keep this information in mind when creating your value proposition!
Want to start a company? Have a product idea? Want to be a Founder or Entrepreneur? Here are the 3 things you need to do to launch a startup. I also provide tips, trick and thoughts on startup pitfalls and ways to succeed.
Microsites Tested: Recent experiments reveal 2 common design mistakes that c...MarketingExperiments
Many marketers agree microsites, in general, are an effective approach to connect prospects with a specific offer or product line. However, the process of designing a microsite uncovers many questions as it relates to ensuring an ROI:
• How many different audiences can I really serve?
• What is the optimal number of products/offers I can show?
• Is it possible to have too much design or copy?
• How should the microsite connect to the overall sales funnel?
In this Web clinic, Flint McGlaughlin, Managing Director, MECLABS, will uncover recent research revealing two often overlooked design decisions that have a significant impact on a microsite’s conversion rate potential.
Innovation is one of the ultimate buzzwords of our era but what is it really? What is its meaning? How can we see it? Replicate it? Scale it? In his talk, I propose that innovation really is the “removal of friction” from a system; and that through this lens we can understand the rise of design, lean startup, Silicon Valley and possibly many other innovative happenings across time.
The talk covers the following topics:
1. The Real Lesson Steve Jobs Taught Us
2. The Rise of Design
3. Innovation = The Removal Of Friction?
4. Co-opting Innovation
ReThinking Trade Show Giveaways: Stop Simply Giving Stuff AwayMichael Crooks
These slides are the basis for "ReThinking Trade Show Giveaways: Stop Simply Giving Stuff Away," last presented on January 12, 2010, Mandalay Bay, Las Vegas, NV during the PPAI EXPO 2010. They walk you through some creative insights to methodology and implementation of a way of thinking with the goal of increased R.O.I on your trade show investment.
Presenter: Christian Bonilla
Product managers overwhelmingly reported to use that not having time for strategy or proper market validation as their #1 problem. As product managers it’s our job to make sure we're building the right product, but many (possibly a majority) of us don’t think we’re doing that. We'll discuss the root causes of the problem and how PMs can enforce market validation in their organizations when prioritizing new features and products in the roadmap.
Christian is the founder of UserMuse, a market research service for product managers and marketers that launched in March 2017. Before founding UserMuse, he was the Director of SaaS Product Management at Resonate, a consumer intelligence and audience measurement firm. He writes regularly for Mind the Product, Fast Company and other publications and is an unabashed Quora addict.
Despite $ billions spent understanding the market, product managers in B2B software don't know what to build most of the time. Here's how you can do better as a product manager and leader.
Slides Beth Temple recently used in her discussion w/ mentees of The Product Mentor.
The Product Mentor is a program designed to pair Product Mentors and Mentees from around the World, across all industries, from start-up to enterprise, guided by the fundamental goals…Better Decisions. Better Products. Better Product People.
Throughout the program, each mentor leads a conversation in an area of their expertise that is live streamed and available to both mentee and the broader product community.
Today, creating a customer-centric content experience is critical. All organizations, whether B2C or B2B, should develop customer journeys with the intent of building a relationship with the customer. You can then leverage these journeys within your content planning and creation processes. For example, with each step a customer undertakes to purchase a product, you have opportunities to present relevant content.
You will learn:
• how to use customer journeys to map content opportunities
• how to leverage a customer journey for effective content planning and creation
• what you need to create a customer journey content map
• how to map content effectively to customer journeys
This presentation was given at Information Development World on May 15, 2017
Don’t miss our upcoming event, Information Development World: Creating Machine-Ready Content to be held on November 28-30, 2017.
http://www.informationdevelopmentworld.com
SPOTS Tracking Systems Investor Presentation 2012.pptxJose Briones
SPOTS Tracking Systems represents a new generation of collaborative and flexible workflow management software that combines the benefits of traditional rigid-workflow management software with the flexibility of task management software
SPOTS is a cloud-based software system that:
- Tracks orders, information and items through complex chains of fulfillment, supply, manufacture or service
- Mimics and adapts to your business model using a “Flexible Workflow” approach.
- Enhances collaboration and keeps an audit trail via social-media style comments
- Interfaces and communicates with established platforms such as QuickBooks and other products
- It is easy to configure, use and modify
- It can be used by retail, service or manufacturing companies.
Business Process Management and Flexible Workflow.pptxJose Briones
Flexible Workflow is the solution for the management of processes that includes a mix of structured and unstructured interactions
It represents a new software category for Dynamic Case Management
What is the value of your Data v3.0.pptxJose Briones
Your smartphone is collecting your digital data right now. These data are being bought and sold today by multiple companies for profit and commercial purposes, in most cases with a minimum of consent and no compensation to the device users.
In this session, we discuss the current trends regarding data collection and brokering. We try to determine the actual value of your digital data and what is your right to your data
Which is the right method for open innovation?
Which are the criteria to plan an open innovation project?
Which intermediary or service provider has specific knowledge and expertise in, e.g., crowdsourcing, the lead user method, Netnography, idea contests, technology scouting, or broadcast search?
Weigh the pros and cons of turning to a technology provider to help solve your OI needs
Understand the landscape of open innovation intermediaries and platforms
Make the most of your investment in an OI platform
The Market for Open Innovation Platforms: Deciding If and Where to Invest - J...Jose Briones
Open innovation became a key success factor for many companies today. But which is the right method for open innovation? Which are the criteria to plan an open innovation project? Which intermediary or service provider has specific knowledge and expertise in, e.g., crowdsourcing, the lead user method, Netnography, idea contests, technology scouting, or broadcast search? This interactive debate will analyze different platforms that are meant to accelerate innovation. You will leave with a better understanding of the options that are out there and whether it makes sense for you to invest in a certain platform. In reaching their conclusion, innovation professionals must:
Weigh the pros and cons of turning to a technology provider to help solve your OI needs
Understand the landscape of open innovation intermediaries and platforms
Make the most of your investment in an OI platform
What is the Benefit of an Open Innovation Process?Jose Briones
Open Innovation is now a very fashionable term and many companies are rushing to implement an open innovation process without fully understanding its value nor how it fits within their existing product development process. In this Chapter of the “Beyond Stage Gate” series we will discuss the different definitions of Open Innovation, where does it fit in the development cycle, software tools available and a case study. We will show how Smarty Ears, a developer of iPad apps for Speech Therapy and Communication, has used open innovation to greatly increase the number of ideas to market, as well as accelerate the product development cycle.
Quantifying and Forecasting Uncertainty in Innovation Project Management - Dr...Jose Briones
Product innovation has been described as the way out of today’s difficult business environment. The rate of success of development projects, in particular disruptive innovation projects remains too low.
We believe that a reason for the low success rate is the erroneous application of analysis methods designed for incremental innovation like NPV and DCF to projects with high levels of uncertainty
In this presentation we will discuss the use of @RISK and Probabilistic Decision Analysis in the management of innovation projects with high levels of uncertainty. The launch of the iPad is used as a case study
Brioneja Probabilistic Decision Analysis For Elastomeric Components Sep 16,...Jose Briones
This presentation describes an overview of practical applications of Probabilistic Decision Analysis and Monte Carlo Models. Examples are provided in the areas of sales forecasting, manufacturing production, and component design
A New Framework for Disruptive Innovation Management - Dr. Jose a. BrionesJose Briones
Product innovation has been described as the way out of today’s difficult business environment. However, the rate of success of development projects, in particular white space or disruptive innovation projects remains too low.
We believe that a reason for the low success rate is the erroneous application of methods designed for incremental innovation like Stage Gate to projects with high levels of uncertainty. In this presentation we will discuss the different types of development projects based on degree of uncertainty, and the creation of different project tracks. Projects are managed using different tool sets based on the best fit between information available and decision making needs.
The Use of Discovery Driven Planning to Manage High Uncertainty ProjectsJose Briones
Discovery Driven Planning is a process for the management of innovation and development with high levels of uncertainty, new product projects and game changers.
This presentation describes the influence that the internet and social media tools had in the opening of political spaces in Mexico and the formation of a competitive democracy.
Value in Use Analysis for New Product IntroductionsJose Briones
This paper shows successful examples of companies selling products based on value. Quantification of value is critical to a successful product introduction and this paper provides a basic overview of the tools to measure it. In addition, a new tool, the Value Box is introduced to capture the value/price space and develop pricing strategy
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
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- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
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Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
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Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
2. Agenda
In this discussion we will describe how there are different
approaches to collecting the Voice of the Customer and how
the misapplications of each approach will unintentionally bias
the results that are obtained.
We will present three different approaches for voice-of-thecustomer surveys: Product features, job-to-be-done and
unmet needs.
These different VOC approaches will be correlated with
project portfolio classifications for different levels of
innovation—incremental, radical or disruptive.
Recommendations for how to apply them in different
segments of the value chain will also be provided.
www.Brioneja.com
Twitter: @Brioneja
3. Background
Product innovation has been described as the
way out of today‘s difficult business
environment.
The rate of success of development
projects, in particular disruptive innovation
projects remains too low.
We believe that a reason for the low success
rate is the erroneous application of analysis
methods designed for incremental innovation
to projects with high levels of uncertainty
www.Brioneja.com
Twitter: @Brioneja
4. Clayton M. Christensen
We keep rediscovering that the root reason for established
companies’ failure to innovate is that managers don’t have
good tools to help them understand markets, build
brands, find customers, select employees, organize
teams, and develop strategy”
• “There’s a better way for management teams to grow their
companies. But they will need the courage to challenge
some of the paradigms of analysis and the willingness to
develop alternative methodologies”
www.Brioneja.com
Twitter: @Brioneja
7. Introduction
Voice of the Customer may be one of the
most misunderstood concepts in the
product management process.
Unfortunately any survey or conversation
with a customer these days is labeled as
―Voice of the Customer‖ and just viewed as
a ―check box‖ item.
www.Brioneja.com
Twitter: @Brioneja
8. Introduction
Conflicting Advice:
Specific questions vs. open-
ended questions
Talk to your customers vs.
don‘t talk to your customers
Problem: We can‘t
interrogate our customers
for 48-hours straight.
www.Brioneja.com
Twitter: @Brioneja
9. Introduction
You have to make choices, and what
you actually ask your customers can
predetermine the type of answers and
information you get
The end result is that everybody who
talks to customers thinks, ―Oh well, I got
the voice of the customer. I‘m done.‖
www.Brioneja.com
Twitter: @Brioneja
10. Henry Ford and VOC
Henry Ford and his affordable
automobiles also can be thought of
as disruptive innovation.
He is often quoted as saying, ―If I
had asked people what they
wanted, they would have said faster
horses.‖
That quote is often badly
misused, implying that since he
wanted to bring something very
different to the market, his
customers were not the right people
to talk to.
www.Brioneja.com
Twitter: @Brioneja
11. Henry Ford and VOC
But it‘s not about not talking to
customers, it‘s about how you
talk to them.
If he had asked them exactly
what they wanted, sure they
would have said faster horses.
But in reality, a good product
manager would interpret that as
―I need faster transportation.‖
www.Brioneja.com
Twitter: @Brioneja
12. Henry Ford and VOC
That‘s what the customers are trying to
tell you, but they don‘t know how to
because all they know is horses.
Ford did not follow a literal response
from the customer. He actually listened
to what they were saying the unmet
need was.
www.Brioneja.com
Twitter: @Brioneja
13. VOC Types
Clayton Christensen: Customers do not
buy products, they hire products to do a
job.
Define the job your product is hired to do and the
benefit your customer gets from it
Harvard School Professor Theodore
Leavitt: ―People don't want to buy a
quarter-inch drill; they want a quarter-inch
hole.‖
Compares product features vs. job-to-be-done.
However, there is a step further:
Sometimes the customer doesn‘t even
know he needs to make a hole.
The hole is a means of helping to solve a
problem.
www.Brioneja.com
Twitter: @Brioneja
14. Voice of the Customer Types
Level 1
Level 2
Level 3
• Unmet Needs – KJ Analysis
• Job to be Done
• Product Features
www.Brioneja.com
Twitter: @Brioneja
15. Voice of the Customer Styles
Level 1
Level 2
Level 3
• Broad, Open-ended, Shallow
• Hybrid Approach
• Narrow, Focused, Deep
www.Brioneja.com
Twitter: @Brioneja
16. Unmet Needs
Sometimes your customer cannot
provide you with enough information
about what they need.
The job of the voice-of-the-customer
survey here is to articulate that unmet
need, and then come up with a solution.
Nobody can describe what they want or
need before they really have it.
www.Brioneja.com
Twitter: @Brioneja
17. Unmet Needs
The questions you ask and even
observations on how people
interact with their surroundings
with their equipment can help you
define that need.
If a genie in a bottle granted you
three wishes what would they
be?
The drill customer that still does
not know he/she needs to make
a hole
Need to understand the problem and
the need!
www.Brioneja.com
Twitter: @Brioneja
18. Unmet Needs - KJ Analysis
Relies on user observation
Structures a large number of user
statements and provides relations
between the statements
www.Brioneja.com
Twitter: @Brioneja
19. Unmet Needs
Unmet needs surveys tend to correlate
with ―disruptive innovation,‖ which offers
improvements or benefits along a
different dimension.
For example, the unmet need for the
iPhone was an easy-to-use personal
computer in your pocket, but it was not
clearly articulated.
www.Brioneja.com
Twitter: @Brioneja
20. Job To Be Done
In the quarter-inch drill scenario, the customer
knows they need to make a hole and therefore
has a fair idea of the job that needs to be
done. They just don't have a solution.
The idea here is not that you come up with
one of your products as a recommendation.
First, understand the job, then go back to your
company and see if you even have a product
that can do the job. Perhaps it's not the right
opportunity for you.
www.Brioneja.com
Twitter: @Brioneja
21. Job To Be Done
The "job-to-be-done" approach plumbs the
deeper motivations surrounding use of your
product. Understand that, and you can
design products that attach themselves
more closely to satisfying customers'
needs. Hutch Carpenter
How deep is the hole you need? How
fast do you need to make it?
www.Brioneja.com
Twitter: @Brioneja
22. Job To Be Done
Job-to-be-done questions tend to correlate
with ―radical innovation,‖ a quantum leap in
performance along the same performance
parameters
One example is plasma vs. cathode ray tube
TVs.
You‘re still watching TV, and there‘s no
fundamental difference in behavior. But there‘s
a quantum-leap improvement in technology
and performance
www.Brioneja.com
Twitter: @Brioneja
23. Product Features
This line of questions revolves around
specific product features and attributes.
It is often tied to ―incremental innovation,‖
when you are introducing a new product
within your existing market and customer
base.
Blackberry was known for this, churning out
phones with slightly improved features, until
they were hit by disruptive innovations like the
iPhone.
www.Brioneja.com
Twitter: @Brioneja
24. Product Features
When you are approaching an
incremental innovation, you need to be
very focused to get the product into the
marketplace quickly.
You should already know the people using
your products and understand their needs.
You should focus on product features and
design the survey questions around that.
Asking questions about how they currently
interact with your product can help you
determine what can be improved.
www.Brioneja.com
Twitter: @Brioneja
25. Product Features
What color do you need the
drill to be?
What should the price be?
How heavy should it be
Electricity or battery?
www.Brioneja.com
Twitter: @Brioneja
26. VOC Dependency On Value
Chain
Raw
Materials
Supplier
Manufacturer
Converter
Retailer
Consumer
As innovation moves from incremental to
disruptive, VOC should be obtained further down or
parallel to the value chain, away from current
customers
www.Brioneja.com
Twitter: @Brioneja
27. Voice of the Customer Targets
Level 1
Level 2
Level 3
• Blue Ocean Segments
• Adjacent Segments/Lead Users
• Existing Customer Base
www.Brioneja.com
Twitter: @Brioneja
28. IDEO KJ Analysis of Eclipse
Aviation Prototype
To design a brand new aircraft the size of an
SUV, a design team from Ideo asked pilots to
test a a mock-up with Post-it Note controls
• Source: Business Week
www.Brioneja.com
Twitter: @Brioneja
29. IDEO KJ Analysis of Eclipse
Aviation Prototype
Early research identified multiple problems
with the existing design. From a usability
perspective
www.Brioneja.com
Twitter: @Brioneja
30. IDEO KJ Analysis of Eclipse
Aviation Prototype
The team built a "mockpit" – a prototype cockpit with
foam core controllers and Post-it Note instruments
that they invited Eclipse test pilot Bill Bubb to "fly"
www.Brioneja.com
Twitter: @Brioneja
31. IDEO KJ Analysis of Eclipse
Aviation Prototype
As the designers gained flying knowledge, they would
move Post-its — representing instruments — around on a
printout of the cockpit panel, testing different positions
and groupings to find the optimal layout
www.Brioneja.com
Twitter: @Brioneja
32. IDEO KJ Analysis of Eclipse
Aviation Prototype
Eclipse Aviation's current design for the
500's instrument panel reflects many of
Ideo's recommendations
www.Brioneja.com
Twitter: @Brioneja
33. VOC Tips – Deborah Mills Scofield
Go to listen – open-ended questions –
don‘t presuppose (which is so hard) and
don‘t send just send the sales guy in!!!!! –
Do ‗day in the life‘ – follow them around as
they do their jobs –
if it‘s B2C, watch then shop, watch how kids pile into
a minivan, SUV, what they eat, do with the trash etc.
– how a plumber does their thing etc. –
if B2B, how they order your stuff, get help with your
stuff, get rid of your stuff, etc. – just follow them
around and shut up at first and then ask questions
about HOW, not how you‘d do it
www.Brioneja.com
Twitter: @Brioneja
34. Summary
There are 3 different types of VOC
surveys and approaches
The type of VOC approach used will
predetermine the type of answers and
information you get
It is important to match the right VOC
approach to the right type of
development project
www.Brioneja.com
Twitter: @Brioneja
35. Conclusion
Henry Ford did not follow a literal
response from the customer. He actually
listened to what they were saying the
unmet need was.
But even if he had taken it literally, he
would have seen voice of the customer
for the valuable tool it is. There really is
a need for faster horses too.
www.Brioneja.com
Twitter: @Brioneja
37. References
1.
The Entrepreneurial
Mindset, 2000, http://www.amazon.com/Entrepreneurial-Mindset-ContinuouslyOpportunity-Uncertainty/dp/0875848346/ref=sr_1_1?ie=UTF8&s=books&qid=1274888243&sr=1-1
2.
Innovation Killers, 2008,
3.
The Eclipse: Safety By
Design
http://www.businessweek.com/magazine/content/07_31/b4044
http://hbr.org/product/innovationkillers-how-financial-tools-destroy-you/an/R0801F-PDF-ENG?Ntt=innoation%2520killers
416.htm
4.
IDEO‘s Shopping Cart Video
http://www.youtube.com/watch?v=M66ZU2PCIcM
www.Brioneja.com
Twitter: @Brioneja
38. Attribute Map Questions
Non Negotiable:
Which three non negotiable attributes are the most expensive to
deliver? Can we do something creative to reduce their
cost, particularly in ways that competitors can‘t imitate?
Differentiator
Why does this segment buy from us and not the competition?
What do we offer that customers not only like but are prepared to
pay a premium for?
What do distributors and customers say we do better than anyone
else?
How close is the competition to matching us on these features?
Exciter
If a genie in a bottle granted us one wish that would allow us to
redesign our product or service and add or enhance an attribute in
such a way that we could capture huge market share, what would
we wish for? Is this within the realm of the possible for us?
www.Brioneja.com
Twitter: @Brioneja
39.
Tolerable
What features would our most important customer segments
list if we asked them to complete the following sentence: ―If
only you could eliminate ________ from your offering, I
would buy a lot more often‖
Can we get rid of a tolerable in ways that competitors can‘t?
How?
Are we experiencing increasing complaints on this tolerable?
To what extent are target customers beginning to compare
us unfavorably with the competition?
Dissatisfier
On what subject do people who interact with customers hear
the most rumbling?
Is it something all providers do, or something only we do?
To what extent is this attribute a key reason for recent
customer defections?
To what extent is this attribute increasingly cited as a key
reason for product returns?
To what extent are our competitors advertising their
superiority with respect to this attribute?
www.Brioneja.com
Twitter: @Brioneja
40.
Enrager
Are people who are in contact with customers observing
reactions that go beyond minor irritation to enraging?
Have customer written letters of complaint or otherwise
been proactively critical of this feature?
So What?
Look at every expensive attribute and ask what its
elimination or reduction would do to sales
○ Why do we offer those attributes?
○ Are there any cost/complexity-reduction opportunities associated with
getting rid of them?
○ What are the three most expensive ―nice to haves‖ we offer – that
is, features that we believe to be necessary but that customers
appear unwilling to pay for?
○ Is there a competitive reason to keep these features, or could we
eliminate them?
www.Brioneja.com
Twitter: @Brioneja
41. Price Sensitivity Analysis
At what price would it be so cheap that quality
is doubted?
At what price would you consider this product
to be a bargain – a great value for the money?
At what price would it start getting
expensive, but still worth considering?
At what price is it so expensive that it would
not be considered at all?
www.Brioneja.com
Twitter: @Brioneja