Customer Discovery - determine business strategies

Question 1

Drucker’s 5

Answer 1

What is our purpose
Who are our customers
What do our customers value
What are our results
What is our plan

Question 2

Purpose

Answer 2

Difference we make for our customers
vision, mission, value statements

Question 3

How do determine Purpose

Answer 3

Vision, Mission, Value Statements
Why do buyers become customers?

Question 4

How to determine Primary customers

Answer 4

ask sales, marketing, product managers - first source
social media - second source

Question 5

how to determine what customers value

Answer 5

ask the customers
review feedback and reports

Question 6

how to determine results

Answer 6

performance metrics - customer perceptions, financial performance, operational efficiency, organizational knowledge and capabilities, social contribution

Question 7

what is our plan?

Answer 7

strategic plan or executive communiation on subject
where could salesforce be most useful to keep on track

Question 8

four steps in customer centric information gathering

Answer 8

Get to know the customer
Be the customer
Establish a connection with the customer
Develop a timetable with the customer

Question 9

know the customer

Answer 9

know the customer’s industry and business
research
analyze their goals

Question 10

become the customer

Answer 10

slip into the role of the customer
required empathy, commitment, curiosity
geniune interest, shared experiences

Question 11

build a connection with the customer

Answer 11

sharing insights with the customer
ask open-ended questions

Question 12

develop timetable with customer

Answer 12

creating a strategy, storyboard, initial recs, make an agreement and roadmap

Question 13

what is challenge framing

Answer 13

defining the focus of the problem to be resolved

Question 14

benefits of challenge framing

Answer 14

defines time and skills to solve challenge
provides clarity and direction
sets expectations
shared definition of success

Question 15

what is challenge scoping

Answer 15

process of creating a plan including organizing and managing the time, people, and resources to solve the framed challenge

what work will be done, who will do it, what the expected outcome is

Question 16

what converts framed challenge to a solvable questions

Answer 16

how might we statements

how might we DO WHAT for WHO in order to GOAL

Question 17

trade off

Answer 17

give one thing up in return for another

Question 18

work streams

Answer 18

groups of tasks and activities to be completed by a group of teams

Question 19

ideation

Answer 19

process of generating ideas around specific aspects of a larger design

Question 20

benefits of how might we statements

Answer 20

generates a least 5 solutions, focuses on desired outcome, precise. DON’T be too narrow or broad.

Question 21

What do you use to know the business?

Answer 21

Drucker’s 5 questions

Question 22

what does project scope refer to?

Answer 22

boundaries, objectives, deliverables, and constraints of project

Question 23

ITTO Diagram

Answer 23

Inputs, Tools, Techniques, Outputs
Illustrates the relationship between ITTO for project managaement process

Question 24

ITTO - what are inputs?

Answer 24

resources, documents, information REQUIRED TO INITIATE or perform a PROCESS

Question 25

ITTO what are tools and techniques?

Answer 25

methods to execute the process

Question 26

ITTO - what are outputs?

Answer 26

results or deliverables produced

Question 27

Benefits of well defined scope

Answer 27

Clarity and focus Minimized risks Effective planning Stakeholder Satisfaction

Question 28

ITTO - types of inputs

Answer 28

project charter - high-level description of project Stakeholder register - list of all project stakeholders and roles Requirements Documentation - detailed overview of requirements and project deliverables

Question 29

ITTO - types of tools and techniques

Answer 29

Expert knowledge - expertise of subject matter Facilitated workshops - collaborative sessions to gather score info Stakeholder interviews - gather expectations

Question 30

ITTO - types of outputs

Answer 30

Project Scope Statement - defines scope of project, deliverables, boundaries, contraints Project Document Updates

Question 31

what phase is org impact analysis done in?

Answer 31

Analyze

Question 32

scope statement specification

Answer 32

This is the most fundamental deliverable on any project. It is a clear definition of what needs to be achieved and the work that must be done to deliver the project or product.

Question 33

Functional requirements specification (FRS)

Answer 33

This is the business requirements that are defined from an end user or business perspective. It will specify the expected outcomes.

Question 34

System requirements specification (SRS) document

Answer 34

This document details how the complete system should function and enumerates hardware, software, and functional and behavioral requirements of the system.