Workshop delivered in August 2017 for the Institute of Designers in Ireland. Contact Derek Howard derek@thecustomer.ie (+353 86 227 0283) or Niamh O'Connor (+353 87 902 1188) niamh@thecustomer.ie
This document provides an introduction and agenda for a workshop on business model innovation. The workshop consists of 4 sessions: 1) Introduction and problem-solution fit, 2) Introduction to business model innovation, 3) Hands-on exercise using the Business Model Canvas, and 4) Value Proposition Canvas and wrap-up. The document discusses concepts like business models, the need for a shared business model language, different types of business model innovations, and frameworks like the Business Model Canvas and Value Proposition Canvas. It also provides examples of how companies have innovated their business models.
From talk to CTO School in NYC
- what is good product management
- how engineering can be a good partner to product (and how to structure product leadership)
- how to hire
Product Management by Numbers: Using Metrics To Optimize Your Product by Dan ...Dan Olsen
Best practices in using metrics to optimize your web product. I gave this webinar on Dec 17, 2008, as part of FeaturePlan's series "The Product Management View".
This deck aims at providing entrepreneurs, startup employees and young product managers a toolbox of actionable digital product management tools & techniques. It will help them discover, design & launch great products.
Practical Product Management for new Product ManagersAmarpreet Kalkat
This presentation provides tips and tools for a professional who is new to Product Management function (in software).
It does not cover the full lifecycle of a product and primarily focuses on the product development/product building phase. As such, it is more usable for professionals working on existing products than for those in the process of building new products from scratch.
Let's talk about the job of a product manager and how to do it really well. Based off of this post: https://medium.com/@joshelman/a-product-managers-job-63c09a43d0ec#.v0kdyf816
How to build a startup new frontiers 2017Raomal Perera
This document provides an overview of strategy and business models for a startup module. It introduces concepts like identifying customer problems, developing minimum viable products, and qualitatively and quantitatively validating solutions. It discusses frameworks like the business model canvas and value proposition canvas that can be used to organize thinking and gather customer feedback. Finally, it covers examining the business environment including trends, market forces, macroeconomic factors and industry forces that influence business models. The goal is to help students build successful startups by first discovering problems and then inventing, designing and building business models to solve them.
This document provides an introduction and agenda for a workshop on business model innovation. The workshop consists of 4 sessions: 1) Introduction and problem-solution fit, 2) Introduction to business model innovation, 3) Hands-on exercise using the Business Model Canvas, and 4) Value Proposition Canvas and wrap-up. The document discusses concepts like business models, the need for a shared business model language, different types of business model innovations, and frameworks like the Business Model Canvas and Value Proposition Canvas. It also provides examples of how companies have innovated their business models.
From talk to CTO School in NYC
- what is good product management
- how engineering can be a good partner to product (and how to structure product leadership)
- how to hire
Product Management by Numbers: Using Metrics To Optimize Your Product by Dan ...Dan Olsen
Best practices in using metrics to optimize your web product. I gave this webinar on Dec 17, 2008, as part of FeaturePlan's series "The Product Management View".
This deck aims at providing entrepreneurs, startup employees and young product managers a toolbox of actionable digital product management tools & techniques. It will help them discover, design & launch great products.
Practical Product Management for new Product ManagersAmarpreet Kalkat
This presentation provides tips and tools for a professional who is new to Product Management function (in software).
It does not cover the full lifecycle of a product and primarily focuses on the product development/product building phase. As such, it is more usable for professionals working on existing products than for those in the process of building new products from scratch.
Let's talk about the job of a product manager and how to do it really well. Based off of this post: https://medium.com/@joshelman/a-product-managers-job-63c09a43d0ec#.v0kdyf816
How to build a startup new frontiers 2017Raomal Perera
This document provides an overview of strategy and business models for a startup module. It introduces concepts like identifying customer problems, developing minimum viable products, and qualitatively and quantitatively validating solutions. It discusses frameworks like the business model canvas and value proposition canvas that can be used to organize thinking and gather customer feedback. Finally, it covers examining the business environment including trends, market forces, macroeconomic factors and industry forces that influence business models. The goal is to help students build successful startups by first discovering problems and then inventing, designing and building business models to solve them.
Innovation Workshop - Your Marketing is Broken! Come fix it!Shervin Talieh
UCI, Paul Merage School of Business - The Beall Business Innovation Workshop - Session 2
Lessons from Dropbox, Etsy and other companies. Traditional marketing vs modern marketing.
Marketing analytics.
Community 101.
Conversion optimization.
How to Master Product Management Case Studies by fmr Groupon PMProduct School
Main takeaways
- How does one proceed in an interview when given a product case study to solve
- What are some of the most common case questions to practice
- What hiring managers are looking for when asking candidates to solve a product case
- The importance of a good hypothesis
- Best frameworks that can come in handy
Focus On What Matters - From Product Vision to Product RoadmapOneUp Vitamins
Focus on what matters when going from product vision to product roadmap. Held at the Agile Product Delivery meetups and one of the favourites for our Lunch & Learn sessions..
The Strategic Role of Product Management
The Strategic Role of Product Management explains why product management is a critical, strategic role in a technology company. One which guides products to be created based on a market need, not because someone thinks it is a good idea.company. One which guides products to be created based on a market need, not because someone thinks it is a good idea.
Design Studio: The User Experience Practitioner’s Secret WeaponBrilliant Experience
We all want the best , but often other priorities get in the way: “Bob from Marketing wants it to…”, “The developers don’t like that approach...”, “That feature is a ‘nice to have’”.
This slide deck will walk you through a design studio and how it can be a great tool to align product owners, developers and UX teams on an approach that balances user and business needs.
Product management boils down to owning the vision, design, and execution for your product. This presentation walks you through the roles and responsibilities of product managers and attributes of the most successful product folks.
Enjoyed this presentation? Subscribe to my weekly essays at http://www.sachinrekhi.com
As products and technologies continue to evolve, so too does the role of Product Management. We take a look at what Product Management is in 2016 and also ask some product experts and influencers what it will look like in the future.
Slides Ladislav Bartos recently used in his discussion w/ mentees of The Product Mentor.
Synopsis: The last 10 years Product management went through some significant changes. The question is what can we expect to change the next 10-20 years and how to prepare for these changes?
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.
http://TheProductMentor.com
The document provides 10 tips for new product managers. The tips are: 1) Spend time with customers to understand their needs; 2) Ask "dumb" questions to learn from others; 3) Let go of your past roles and focus on being a product manager; 4) Surround yourself with experts for advice and support; 5) Gather various types of data to make informed decisions; 6) Focus on a few priorities initially for quick wins; 7) Concentrate on defining product requirements, not implementation details; 8) Communicate regularly with all stakeholders; 9) Promote your product internally to gain support; 10) Be willing to help with other tasks as needed. Additional resources for product managers are also provided.
Strategy is a term that is often bandied about by many without a crystal clear understanding or definition of what it actually means.
Brainmates have unpacked the term to present a simple view of strategy.
Understanding customers is a fundamental activity of professional Product Management. There are many ways of gathering research that will help develop this understanding and this "Briefly Explained" presentation provides context to the What, Why and When of these different methods.
This is a CX Design Game Framework and Manual Guide created and designed by ROA consulting. Start Up Companies or other venture firms can simulate and track their existing customer experience with this useful tool. By doing so, the companies will have insight about their customers and why they should change service process and how they can change effectively.
What Is A Product Manager? | The Quick Guide To Product ManagementProdPad
This document provides an overview of the product manager role. It discusses how product managers are multidisciplinary, strategic, persistent, and collaborative. Their key responsibilities include setting a product vision, managing ideas and feedback, planning and prioritizing, building a product roadmap, leading product execution, shipping the product, getting feedback and shipping more. Product managers often have experience in product marketing, UX design, software development or other disciplines. They are naturally curious, good at managing people, creative, humble, inquisitive, big picture thinkers, practical, and very organized. The role attracts people from diverse backgrounds.
The document provides information about product management, including its history, responsibilities, and career path. It discusses the role of a product manager in guiding a product through its entire lifecycle from development to positioning. It also outlines the interview process for associate product manager roles and tips for answering behavioral questions, cracking the product design interview, and leveraging resources at Berkeley.
How to Create a Product Management Process That Doesn't SuckIntelligent_ly
Learn how to create a product management process that works effectively for your organization. Slides taken from a class that Cory von Wallenstein of Dyn taught at Intelligent.ly. Learn more from the experts by visiting http://intelligent.ly/learn
Workshop #7: Get Strategic: Learn To Embed UX More Deeply Into Your Organizat...ux singapore
As UX practitioners, managers and leaders, we all know how hard it is to stop, think about and plan a strategy for embedding user experience processes more firmly in your organization.
Good user experience research and design are no longer “nice to have”… they are essential. But most organizations don’t know how to effectively integrate UX practices into existing practices and processes. This workshop will equip you with the knowledge and tools to create, advocate for, and guide UX practices aligned to a strategic plan.
Introduction to Lean Startup tools - Bank of IrelandRaomal Perera
This is an introductory talk on the value of some of the tools we use in Lean Startup such as Business Model Canvas, Value Proposition Design & Mapping the Environment.
Effective product management is more than just visiting customers and writing requirements. Good product managers posses certain traits that allow them to excel in their roles. While it may seem that some people are just born with these abilities, most have them in some degree and just need to learn how to express them effectively. This presentation covers ten important traits that good product managers possess and offer specific suggestions on how to emphasize your natural traits while addressing those that do not come as naturally.
From Jeff Lash of www.goodproductmanager.com
The document provides guidance on writing effective customer-centric proposals. It discusses 7 golden rules for proposal writing: 1) Focus on the customer's needs and problems rather than your own capabilities. 2) Sell the benefits and value of your solution rather than just providing information. 3) Keep proposals concise and simple by following the KISS principle. The document emphasizes the importance of understanding the customer, identifying their key needs and priorities, and demonstrating how your solution will specifically address these needs and provide tangible outcomes and value. It also provides tips on using graphics, case studies and a persuasive structure focused on needs, outcomes, solutions and evidence of competence.
Innovation Workshop - Your Marketing is Broken! Come fix it!Shervin Talieh
UCI, Paul Merage School of Business - The Beall Business Innovation Workshop - Session 2
Lessons from Dropbox, Etsy and other companies. Traditional marketing vs modern marketing.
Marketing analytics.
Community 101.
Conversion optimization.
How to Master Product Management Case Studies by fmr Groupon PMProduct School
Main takeaways
- How does one proceed in an interview when given a product case study to solve
- What are some of the most common case questions to practice
- What hiring managers are looking for when asking candidates to solve a product case
- The importance of a good hypothesis
- Best frameworks that can come in handy
Focus On What Matters - From Product Vision to Product RoadmapOneUp Vitamins
Focus on what matters when going from product vision to product roadmap. Held at the Agile Product Delivery meetups and one of the favourites for our Lunch & Learn sessions..
The Strategic Role of Product Management
The Strategic Role of Product Management explains why product management is a critical, strategic role in a technology company. One which guides products to be created based on a market need, not because someone thinks it is a good idea.company. One which guides products to be created based on a market need, not because someone thinks it is a good idea.
Design Studio: The User Experience Practitioner’s Secret WeaponBrilliant Experience
We all want the best , but often other priorities get in the way: “Bob from Marketing wants it to…”, “The developers don’t like that approach...”, “That feature is a ‘nice to have’”.
This slide deck will walk you through a design studio and how it can be a great tool to align product owners, developers and UX teams on an approach that balances user and business needs.
Product management boils down to owning the vision, design, and execution for your product. This presentation walks you through the roles and responsibilities of product managers and attributes of the most successful product folks.
Enjoyed this presentation? Subscribe to my weekly essays at http://www.sachinrekhi.com
As products and technologies continue to evolve, so too does the role of Product Management. We take a look at what Product Management is in 2016 and also ask some product experts and influencers what it will look like in the future.
Slides Ladislav Bartos recently used in his discussion w/ mentees of The Product Mentor.
Synopsis: The last 10 years Product management went through some significant changes. The question is what can we expect to change the next 10-20 years and how to prepare for these changes?
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.
http://TheProductMentor.com
The document provides 10 tips for new product managers. The tips are: 1) Spend time with customers to understand their needs; 2) Ask "dumb" questions to learn from others; 3) Let go of your past roles and focus on being a product manager; 4) Surround yourself with experts for advice and support; 5) Gather various types of data to make informed decisions; 6) Focus on a few priorities initially for quick wins; 7) Concentrate on defining product requirements, not implementation details; 8) Communicate regularly with all stakeholders; 9) Promote your product internally to gain support; 10) Be willing to help with other tasks as needed. Additional resources for product managers are also provided.
Strategy is a term that is often bandied about by many without a crystal clear understanding or definition of what it actually means.
Brainmates have unpacked the term to present a simple view of strategy.
Understanding customers is a fundamental activity of professional Product Management. There are many ways of gathering research that will help develop this understanding and this "Briefly Explained" presentation provides context to the What, Why and When of these different methods.
This is a CX Design Game Framework and Manual Guide created and designed by ROA consulting. Start Up Companies or other venture firms can simulate and track their existing customer experience with this useful tool. By doing so, the companies will have insight about their customers and why they should change service process and how they can change effectively.
What Is A Product Manager? | The Quick Guide To Product ManagementProdPad
This document provides an overview of the product manager role. It discusses how product managers are multidisciplinary, strategic, persistent, and collaborative. Their key responsibilities include setting a product vision, managing ideas and feedback, planning and prioritizing, building a product roadmap, leading product execution, shipping the product, getting feedback and shipping more. Product managers often have experience in product marketing, UX design, software development or other disciplines. They are naturally curious, good at managing people, creative, humble, inquisitive, big picture thinkers, practical, and very organized. The role attracts people from diverse backgrounds.
The document provides information about product management, including its history, responsibilities, and career path. It discusses the role of a product manager in guiding a product through its entire lifecycle from development to positioning. It also outlines the interview process for associate product manager roles and tips for answering behavioral questions, cracking the product design interview, and leveraging resources at Berkeley.
How to Create a Product Management Process That Doesn't SuckIntelligent_ly
Learn how to create a product management process that works effectively for your organization. Slides taken from a class that Cory von Wallenstein of Dyn taught at Intelligent.ly. Learn more from the experts by visiting http://intelligent.ly/learn
Workshop #7: Get Strategic: Learn To Embed UX More Deeply Into Your Organizat...ux singapore
As UX practitioners, managers and leaders, we all know how hard it is to stop, think about and plan a strategy for embedding user experience processes more firmly in your organization.
Good user experience research and design are no longer “nice to have”… they are essential. But most organizations don’t know how to effectively integrate UX practices into existing practices and processes. This workshop will equip you with the knowledge and tools to create, advocate for, and guide UX practices aligned to a strategic plan.
Introduction to Lean Startup tools - Bank of IrelandRaomal Perera
This is an introductory talk on the value of some of the tools we use in Lean Startup such as Business Model Canvas, Value Proposition Design & Mapping the Environment.
Effective product management is more than just visiting customers and writing requirements. Good product managers posses certain traits that allow them to excel in their roles. While it may seem that some people are just born with these abilities, most have them in some degree and just need to learn how to express them effectively. This presentation covers ten important traits that good product managers possess and offer specific suggestions on how to emphasize your natural traits while addressing those that do not come as naturally.
From Jeff Lash of www.goodproductmanager.com
The document provides guidance on writing effective customer-centric proposals. It discusses 7 golden rules for proposal writing: 1) Focus on the customer's needs and problems rather than your own capabilities. 2) Sell the benefits and value of your solution rather than just providing information. 3) Keep proposals concise and simple by following the KISS principle. The document emphasizes the importance of understanding the customer, identifying their key needs and priorities, and demonstrating how your solution will specifically address these needs and provide tangible outcomes and value. It also provides tips on using graphics, case studies and a persuasive structure focused on needs, outcomes, solutions and evidence of competence.
Slides from the Business Marketing Association-St. Louis' Product Launch Camp. We discussed how to prepare for a successful launch, potential pitfalls and exciting milestones on bringing a product to market at 2e Creative on July 20, 2016.
Not your Grandfather's Business Plan Writing Workshop by Thadeus GieddThadeus Giedd
The questions you should be asked (or should have been) and the items that should be addressed prior to starting the business plan writing process.
A different style, but I think the correct starting approach to tackling writing a business plan.
Jackman Reinvents: Design Thinking Workshop at HumberLaunchJackman Reinvents
This document provides an agenda and materials for a two-part Design Thinking workshop. Part 1 focuses on design thinking principles, research and insights, and creative ideation. The agenda includes introductions, presentations on these topics, exercises, and homework to analyze a problem and generate ideas. Research methodologies and an example customer journey are presented. The second part will cover business viability, prototyping, a team exercise, and presentations. Participants are assigned homework to identify a problem, conduct user research, map the customer journey, and brainstorm ideas to improve the user experience.
Zero to 100 - Part 2: Building a Repeatable, Scalable Growth ProcessDavid Skok
Zero to 100 is a learning program from David Skok. It is a detailed instruction manual for how to take your startup from zero to $100m, with a particular focus on the area of building a go-to-market machine. So many of today’s founders come from a product or technical background, and have never been involved with sales and marketing. Right after starting their venture, they are hit with the huge problem of how to build their go-to-market organization and processes. It breaks the journey down into 9 steps, and explains why it is crucial not to skip steps in this journey in the rush to get ahead. The major emphasis of the course focuses on building a repeatable, scalable and profitable growth machine. Once you have that in place, you are ready to hit the gas and scale like crazy.
To see videos of the presentations, click here: https://www.forentrepreneurs.com/matrix-growth-academy-zero-to-100-videos/
Getting funded sometimes seems like a career itself (and indeed it is a big part of the CEO’s responsibilities). In order to succeed, need to understand both the rules of the game and the equipment – without these you may squander some of your most valuable resources - time and relationships. Two keys communication tools are the Executive Summary and the PowerPoint Presentation (Pitch Deck). This forum will help you understand how these tools are used to generate a face-to-face meeting, make a persuasive and memorable presentation, and then follow through with the details needed for investors to begin their due diligence process.
Bhic do you have product management in your dna?Corilus
This document discusses product management and provides advice for product managers. It defines product management as identifying customer problems to create product experiences that outperform competitors over time. It outlines challenges product managers face like prioritizing features, balancing priorities with deadlines, and engaging stakeholders. It emphasizes starting with a product vision and roadmap, conducting market research, and focusing on customer delight through interactions with front-facing teams.
Design Upstream: Advancing Strategic Design Without Going Against the CurrentChris Avore
This document discusses how to advance strategic design within an organization by enabling a culture change. It notes that design-averse cultures can lead to problems, while respectful collaboration empowers designers. The author advocates finding an advocate, establishing urgency, crafting a vision and story, communicating the future state, celebrating wins, and delivering results. Managers should facilitate introductions, share research, and connect design work to organizational goals. Building a design culture requires experimentation, innovation, learning, and quality. Credibility comes from delivery while vision provides access; changing culture is a process, not an event.
This document provides an overview of key concepts for startups such as market validation, customer development, lean startups, and business models. It discusses how market validation is used to determine if a target market is real and worthwhile. Customer development is presented as a process for achieving product-market fit. Lean startups are described as organizations that seek to discover working business models through continuous learning and validation. Business models are defined as how organizations create, deliver, and capture value. Practical frameworks are also introduced, such as the business model canvas, AARRR metrics, and data-driven philosophies.
How to Write and Submit an Award-Winning Pyramids EntryPRSANJ
Have you wondered why your PRSA NJ Pyramid Award entry didn't make the cut? Are you too intimidated by the entry process to submit? Have no fear: We have the tips and secrets you need for success.
The product roadmap is a plan of action that outlines of tactical steps to execute the product strategy pushing the product ahead in the trajectory of planned direction in alignment with the product vision while accomplishing short-term and long-term product objectives
21 ноября Боб Дорф - всемирно известный предприниматель, гуру Силиконовой долины и соавтор бестселлера "Стартап: настольная книга основателя", переведенного на 19 языков мира, - провел семинар-практикум в Инновационном центре "Сколково". Он рассказал о методологии «развития клиента» и о том, как создать новую компанию и продукт и успешно вывести его на рынок. Сам Боб Дорф уже вывел 7 компаний на IPO, а свой первый бизнес начал в возрасте 12 лет.
There is a misconception that to be a startup you need to have a team that can build a full product. And only when the product is built can you attract customers and convince them to pay! But this approach takes a lot of time, and an abundance of resources that are unavailable to most entrepreneurs.
In this workshop, Poornima will share strategies for brainstorming, validating your idea, launching it, and even attracting early adopters who are willing to pay, as a scrappy startup.
UXPA 2021: The interns aren’t getting younger, you’re getting older: Finding ...UXPA International
Presented by Caroline Little: All the buzz these days seems to be around those entering the field, fresh from school or changing careers. What about those more established in our careers but not yet Principals or VPs? How can we stand-out in a more crowded environment and best showcase our years of experience? In this session, you’ll get practical tips for considering your next career move and preparing for the process of interviewing as an “established” candidate. Learn from my experience as a professional job seeker and feel prepared to conquer your next career goal.
Setting the Customer's Journey: Walk a Mile In Your Customer's ShoesAggregage
This document summarizes a webinar on understanding customers by visiting them, observing how they work, and conducting interviews. It discusses identifying the right customers to focus on, collecting insights from customer visits, and using those insights to define the customer value proposition. The webinar is presented by Steven Haines, founder of Sequent Learning Networks, and moderated by Hannah Flynn from Product Management Today. It provides templates for planning customer visits and mapping the customer journey. The goal is to help product managers understand customer needs in order to build solutions that create real value.
Design Thinking is getting a lot of attention today, for many reasons. Innovation is the key to reinvention, which is the goal of organization’s who are looking to future-proof and define themselves as leaders in the Experience Economy. Join Kristin Shackleford for a practical discussion to review the core principles of Design Thinking, and walk away with insight around:
Why it’s important
Who should participate
How to create a culture of Design Thinking
Practical ways to get started driving creativity and innovation that will make a difference to your customers and within your organization
I led a workshop at MX Conference on March 30 2016 where I taught participants how to increase their organization's appreciation and respect for the design process.
Similar to Winning & Running Successful Design Projects (20)
Practical eLearning Makeovers for EveryoneBianca Woods
Welcome to Practical eLearning Makeovers for Everyone. In this presentation, we’ll take a look at a bunch of easy-to-use visual design tips and tricks. And we’ll do this by using them to spruce up some eLearning screens that are in dire need of a new look.
Best Digital Marketing Strategy Build Your Online Presence 2024.pptxpavankumarpayexelsol
This presentation provides a comprehensive guide to the best digital marketing strategies for 2024, focusing on enhancing your online presence. Key topics include understanding and targeting your audience, building a user-friendly and mobile-responsive website, leveraging the power of social media platforms, optimizing content for search engines, and using email marketing to foster direct engagement. By adopting these strategies, you can increase brand visibility, drive traffic, generate leads, and ultimately boost sales, ensuring your business thrives in the competitive digital landscape.
4. 4
KEY STAGES
OF THE SALES
CYCLE
Focused on your
challenges
The
relationship
The
opportunity
The
proposal
The
negotiation
The
project/ service
Winning & running
successful design
projects
9. 9
KEY STAGES
OF THE SALES
CYCLE
Focused on your
challenges
The
relationship
The
opportunity
The
proposal
The
negotiation
The project/
service
Winning & running
successful design
projects
18. CLIENT
ORGANISATION
STRUCTURE
Type of information you
get back
John Smith
Managing Director
Satisfaction: 5/10
Likely to recommend: 5/10
Get more recommendations:
Tailor to my needs
Decision Maker
Mary Browne
Marketing Director
Satisfaction: X/10
Did not respond
Decision maker
Management Team
Marketing Team
Brian Jones
Web Developer
Satisfaction: 7/10
Likely to recommend: 7/10
Get more recommendations:
Share and collaborate
Influencer
Rachel Murphy
Marketing Manager
Satisfaction: 9/10
Likely to recommend: 9/10
Why I recommend:
Help me make a difference
Influencer
Donna West
Social Media Manager
Satisfaction: 10/10
Likely to recommend: 9/10
Why I recommend:
Say it how it is
Other
21. • Think of your favourite
customer
• Answer ‘Yes’/ ‘No’ to each
question
• Multiple the number of ‘Yes’
answers by 4 to calculate
your customer relationship
rating %
21
HOW WELL
DO YOU
KNOW YOUR
CUSTOMER?
5 MINUTE EXCERCISE
26. Awareness Shopping Buying Initial Use
Ongoing
interaction
Service Transition
Be relevant to
your customer
before they
even consider
your brand
Deliver a
compelling
value
proposition to
take customers
off the market
Efficiently and
effectively
“close the sale”
Deliver a
compelling
“first use”
experience
which defines
the customer
experience
Consistently
deliver a
differentiated
service
experience to
customers.
Based on
current &
future value
Be perceived as
“easy to do
business with”
through simple
business
processes.
Proactively
identify, price
and manage
the retention
and
withdrawal/
close process.
WHAT’S THE EXPERIENCE LIKE FOR YOUR
POTENTIAL BUYERS RIGHT NOW?
27. Click to play customer
experience video
https://www.youtube.com/watch?v=YG48U5iPESA
29. 29
SUMMARY
TAKEAWAYS
Customer service and
loyalty
• 3 key steps…
– Know your customers
– Ask for and act on feedback
– Wow them!
• Benefits
– Happy loyal customers
– Differentiation
– Referrals
– Tangible revenue growth
Winning & running
successful design
projects
30. 30
KEY
STAGES OF
THE SALES
CYCLE
Focused on your
challenges
The
relationship
The
opportunity
The
proposal
The
negotiation
The
project/ service
Winning & running
successful design
projects
32. • Why bother building relationships?
• Who to build them with?
• How to go about it?
32
IN THIS
SECTION
FOCUS AREAS
Winning & running
successful design
projects
34. 1. Relationship, compatibility, fit
2. Demonstrated in-depth knowledge of
the client’s business and issues
3. Internal chemistry of the provider’s
team (and consistency)
4. Product and technical knowledge
(considered ‘a given’)
(FranklinCovey)
34
WHY
CLIENTS
CHOOSE
ADVISORS
4 KEY REASONS
Winning & running
successful design
projects
36. Existing client
• Profitability
• Quantity of work
• Growth potential of organisation
• Business influencers
• Brand and reputation
New clients
• Companies like my current clients
• Industries I know
• Growing business I don’t work with yet
• Brands I don’t work with yet
• Former clients (3-5 year review)
• Relevant contacts in my network (personal, operational,
strategic)
• Referrals
36
WHO TO
BUILD
THEM
WITH?
KEY CATEGORIES
Winning & running
successful design
projects
38. Making it
part of my
day-to-day
The
catch-
up
Making
contact
38
BUILDING
RELATIONSHIPS
3 KEY CHALLENGES
Winning & running
successful design
projects
40. Click to play “Cold Call”
video
https://www.youtube.com/watch?v=YCQvdsm6nsg
40
41. • Guilt of not being in contact
• “Why are they calling me?”
• No particular issue to discuss
41
CHALLENGE 1:
MAKING CONTACT
BUILDING
RELATIONSHIPS
Winning & running
successful design
projects
43. • Introduce/re-introduce yourself
• Why you’re calling…
• Benefit to them….
• Possible pushbacks?
43
ADDRESSING
CHALLENGE 1:
MAKING CONTACT
BUILDING
RELATIONSHIPS
Winning & running
successful design
projects
44. Making it
part of my
day-to-day
The
catch-
up
Making
contact
44
BUILDING
RELATIONSHIPS
3 KEY CHALLENGES
Winning & running
successful design
projects
45. • No particular issue to discuss
• How much can you probe in your
questions
• Ensuring it’s a good use of time for
both parties
45
ADDRESSING
CHALLENGE 2:
THE CATCH-UP
BUILDING
RELATIONSHIPS
Winning & running
successful design
projects
49. Making it
part of my
day-to-day
The
catch-
up
Making
contact
49
BUILDING
RELATIONSHIPS
3 KEY CHALLENGES
Winning & running
successful design
projects
50. WHAT CAN
YOU DO TO
MAKE
RELATIONSHIP
BUILDING PART
OF YOUR DAY-
TO-DAY?
51. 51
SUMMARY
TAKEAWAYS
Customer service and
loyalty
• Be smart with your time
• Be curious
• Ask not tell
• It’s all about the customer…not about
you
• Intent is to genuinely help them to be
successful
Winning & running
successful design
projects
52. 52
KEY
STAGES OF
THE SALES
CYCLE
Focused on your
challenges
The
relationship
The
opportunity
The
proposal
The
negotiation
The
project/ service
Winning & running
successful design
projects
56. • What are you trying to achieve?
• What will success look like?
• Who’s idea is this?
• Who has overall responsibility?
• What’s it going to take to get there?
• How will we measure success?
• How can I help?
56
GOAL
WHAT DO YOU WANT?
Winning & running
successful design
projects
57. • What research have you done already?
• What’s happened so far?
• Who else is involved?
• What will be your biggest challenges to
making this happen?
• What are your biggest concerns at this stage?
• How much of your time will you be spending
on this?
• Have you ever done anything like this before?
• What was the feedback from last time?
57
REALITY
WHERE ARE YOU
KNOW?
Winning & running
successful design
projects
58. • What are the options to get us there
(Do nothing, Do it in-house, External
help)?
• Discuss timelines, budget, key stages/
milestones, resources, costs and
benefits for each option
• Share examples/ learnings from similar
projects
• Who else could we get involved/ could
help?
58
OPTIONS
WHAT COULD YOU
DO?
Winning & running
successful design
projects
59. WAY
FORWARD
• Which of these options is the best
one?
• Identify and agree immediate next
steps?
• Other stakeholders/ senior buy-in
• How can I help?
• Follow up
59
WHAT WILL YOU DO?
Winning & running
successful design
projects
63. 63
KEY
STAGES OF
THE SALES
CYCLE
Focused on your
challenges
The
relationship
The
opportunity
The
proposal
The
negotiation
The
project/ service
Winning & running
successful design
projects
65. 65
LETS
RE-CAP
Let’s be clear on the
easiest way to win work!
Issue
Do it
themselves
Do nothing
External
advisors
Non-
competitive
Competitive
Knew about it
Didn’t know
about it
Winning & running
successful design
projects
75. 75
Before
Who should we meet?
Who should go?
How will we set up
the meetings?
Agenda and prep During
Are they serious
about change?
Current agency – like/
not like/ change?
Understanding the
commercial challenge
they are trying to
solve?
Their expectations
around scope and
deliverables?
What do we need to
do to win?
After
Debrief
Changes to our
understanding?
Confirm next steps (in
writing)
Agree team actions
81. Click to play Barak Obama video
https://www.youtube.com/watch?v=ngwyKsUg9Ms
81
EXAMPLE
PRESENTATIONS
82. 82
WHAT DOES
A WINNING
PITCH LOOK
LIKE?
Key components
1. It’s not about you
2. Understands your business
3. A compelling story/ reason to choose
you
4. Genuine enthusiasm and hunger
5. Good interaction
6. Value for money
7. Confident answers in Q&A
Winning & running
successful design
projects
83. 83
THE PITCH
Things to consider when
planning your pitch
• Who from the client?
• What do they want to cover?
• What are their priorities (by individual)?
• What questions are they likely to have?
• How will we generate interaction?
• Who will they expect to see?
Winning & running
successful design
projects
84. 84
KEY
STAGES OF
THE SALES
CYCLE
Focused on your
challenges
The
relationship
The
opportunity
The
proposal
The
negotiation
The
project/ service
Winning & running
successful design
projects
86. Click to play Vendor-client
negotiation video
https://www.youtube.com/watch?v=RCheZyb2qxU
86
87. Service businesses are seen as being…
• Commercially weak
• Arrogant/make assumptions
• Contradiction between
price and value
87
THE
NEGOTIATION
WHAT THE MARKET IS
TELLING US
Winning & running
successful design
projects
90. • Meet clients regularly
• Know their business issues and
objectives
• Fully explore issues – open questions
• What’s important (and not important!)
• Ask (don’t make assumptions)
• Know their budget and how it works
• Debriefs from similar or previous
projects
90
THE
NEGOTIATION
UNDERSTAND THE
CLIENT’S ISSUE
Winning & running
successful design
projects
91. • Be very clear on project objective,
• Agree timelines and responsibilities
• What exactly will the outputs include?
• Are there any scoping options?
• Can the project be broken into phases?
• Watch out for assumptions!
• Avoid discussing price at this stage
• Summarise scope verbally and confirm
in writing
91
THE
NEGOTIATION
2. GETTING THE SCOPE
RIGHT
Winning & running
successful design
projects
92. 92
2. GETTING THE SCOPE
RIGHT
THE
NEGOTIATION
Winning & running
successful design
projects
Inputs Cost (€)
Revenue
(100 hours 150 rate per hour) 15,000
Costs
(100 hours x 100 rate per hour) 10,000
Profit 5,000
Assumptions
€50,000 salary cost * 4 = 200,000
40 hour week * 50 weeks = 2,000 hours
Standard cost per hour of 100 euros
93. • Fully price each of the scoped options
• Watch out for “blue sky” scoping
• Don’t negotiate with yourself!
• Collate back-up detail that you might need
• Agree strategy on opening position and walk
away point
• Anticipate pushbacks
• Consider possible tradables and how you’ll
use them
• Rehearse the conversation
93
THE
NEGOTIATION
3. PREPARE YOUR
PRICING
Winning & running
successful design
projects
94. • Scope of work
• Staff experience mix
• Timing of work
• Payment terms
• Volume/follow on project
• Exclusivity
• Quality of deliverables
• Invites to their conferences
• Access to other decision makers
• Follow up meetings / calls
94
THE
NEGOTIATION
TRADABLES
Winning & running
successful design
projects
100. • Win : Win
• Walkaway point
• Opening position
• Ask for help - test your approach
• Flag overruns early
• Adapt for different personality types
• Take time to fully understand what the
client wants and why
• Adopt collaborative mindset—making the
deal work for both sides
100
THE
NEGOTIATION
IN SUMMARY - DO
Winning & running
successful design
projects
101. • Enter negotiations prematurely
• Let fear of losing lead to a bad deal
• Be rigid about only one outcome
• Making concessions early or without
getting something in return
• Talk too much
• Be afraid of silence
• Let the client’s tactics affect you
101
THE
NEGOTIATION
IN SUMMARY – DON’T
Winning & running
successful design
projects
102. 102
KEY
STAGES OF
THE SALES
CYCLE
Focused on your
challenges
The
relationship
The
opportunity
The
proposal
The
negotiation
The
project/ service
Winning & running
successful design
projects
103. 103
TOP 10
OBSERVATIONS
FROM OUTSIDE
THE INDUSTRY
Specific request
1. Return on investment
2. Focus on the business challenge
3. Make deliverables visual for buyers
4. Less jargon
5. Value and charge your time
6. Transparency of inputs
7. Share more examples
8. Be proactive
9. Personal brand/ customer service
10. You can never over-communicate
Winning & running
successful design
projects