The document discusses the importance of understanding customers and their perspectives. It introduces the XPLANE empathy model for looking at products through a customer's eyes, considering what they see, hear, think, feel, and say or do. Customers are an important part of business as a source of revenue, and customer relations are becoming more important as companies operate at the edge of their scope. The document will cover decision making in the following week.

1. The bottom line

2. strategy

4. product
leadership

5. Infrastucture
(cost)
leadership

6. customer
intimacy

8. segments

12. Understanding your customer
$$ !!

13. Promises (the internal part)
zeithalm

14. the customer (the external part)

15. XPLANE empathy model

16. The Atida case

17. Recap
Customers are an important part of the businessmodel
source of revenue
relations become more important
at the edge of scope
XPLANE
Looking at your product through the customers eye
what does he see, hear, think/feel, say/do?
does it all fit with the model?

18. Next week
Decisionmaking