Companies which have dedicated customer feedback collection and analysis programs still continue to get surprised by seismic shifts in the market place. How do companies which have an established customer base and are diligently working with them fail to develop products and services only to be surprised by start-ups? Worse, why do innovative ideas within companies get killed after a round of customer research?
At one level, the answer is ready. Customers cannot give feedback on a product that does not exist. To get to understand what customers really need you need to ask the right questions. What is it that they are trying to do? What is important to them? What are the constraints that they are facing? What is it that they have and do not really need?
Have a look at these slides to put some rigour in customer research program in your Innovation process.
http://www.slideshare.net/sanjoysanyal/listening-to-customers-in-the-correct-way-to-drive-innovation/
Let me know what you think.
Saturday, April 05, 2008
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2 comments:
hi Sanjoy,
how're you doing? pleasant surprise to come across your blog. good to know that you maintain the entrepreneurial zest. hope you recall our interaction while i was in Singapore (2002). would love to get back in touch. I'm in Mumbai as well. you may like to check out our SaaS software product http://www.oregono.com/ffalite/
decided to leave a note here as i couldn't find your email address anywhere. hoping to hear from you soon. you may email me at this address, chirag@oregono.com
thanks.
Chirag Randeria
Hi sanjoy
Saw an update on you at linked in - followed the blog.
How have you been doing?
Peeyoosh
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