The document discusses the complex relationship between customers and suppliers, highlighting both negative signs of customer behavior and essential practices suppliers should adopt. It emphasizes the importance of clear communication, acknowledging problematic behaviors, and actively involving customers in the process. Additionally, it touches on the concept of customer satisfaction while questioning the idea of the customer always being right.

1. Customer is King?!
Patrick Baumgartner
patrick.baumgartner@42talents.com
#PODojoStudioZH
06.01.2016

2. Not at All Costs!

3. The Good / The Bad / The Ugly Customer

4. 8 Not so Good Relationship Signs
High Contact Frequency
Swaps Vendors in Your
Industry and Boasts About It
Your Staff Complains
About Them
Abusive To Your Staff
Payment Issues
Tends to Add or Change Scope
off Work During Project/Sprint
Constantly Unavailable Tries To Game The System

5. The 4 P Matrix
Price Prospect
Promotion Pain

6. Or The 3 Ps and one F Matrix
Price Prospect
Promotion Fun

7. But What About the Supplier?

8. Things a Supplier should do
Be Always Friendly Speaker the Customers
Language
Define The Rules of The
Game Early
Feedback Loops
Involve Customer
Actively
Say No!
Amaze The Customer
Craftsmanship
…
Take The Customer at
Hand

10. Customer is King?!
Patrick Baumgartner
patrick.baumgartner@42talents.com
#PODojoStudioZH
06.01.2016