Requirement: An Insanely Great Team
The customer journey is one the most critical competitive elements in the B2B space. Unfortunately many are managed in uncoordinated bits and pieces.
To stay ahead, to deliver the value the next generation of technology is capable of providing, you need a dedicated and insanely great customer journey team. You need a team whose job is delivering and continually innovating an end-to-end customer journey.
So how are you doing?
Leaders are investing in multidisciplinary teams that are tasked specifically to design, manage and deliver a competitively differentiating customer journey. Teams with skills and capabilities aligned with the current and emerging technologies and methods. With those capabilities, they are creating a customer journey framework that is constantly reshaped and refined through continual learning and innovation.
The result? The bar for success has become much higher.
For you to lead the market in 2013 will require a team that has the responsibility to create a common vision and experience of the customer journey that flows easily and consistently from first awareness through the life-time of their use of your solution.
That journey has to be designed to deliver the right information and insight to the right customer at the right time through the right channel. It also has to gather, collect and deliver analytics and insight to people in your organization who can take action on it in real time.
It’s a big job.
Your team will need to include user experience design and technical members who can weave the systems, processes, and analytics together to support real time interaction and insight. They need to have a full time senior level executive, a leader with technical, sales, support, business and marketing competencies. And they need to have continuously engaged members representing sales, operations, finance and administration, product management, marketing and support.
To succeed they need a supportive organizational environment. One that:
- Rewards fast trial and error based innovation
- Is willing to invest in emerging technologies, systems and methods
- Supports them in continually innovating the delivery of customer value
Mike Connor, Principal, Spice Catalyst
David Fradin
David Fradin has trained thousands of managers throughout the world in the successful management of products.
With over 47 years of experience across major companies, 75+ products and services and 11 startups, he infuses his workshops with insights gained as an expert product leader, product manager and product marketing manager at companies like Apple and HP.
He was classically trained as an HP Product Manager and was then recruited by Apple to bring the first hard disk drive on a PC to market. As a result of his leadership and management skills, Apple promoted him first to Apple /// Group Product Manager and later Business Unit Manager at the same organizational level at that time as Steve Jobs.
He recently authored “Building Insanely Great Products: Some Products Fail, Many Succeed…This is their Story” Lessons from 47 years of experience including Hewlett-Packard, Apple, 75 products, and 11 startups later. Go to: Amazon Store
Also. "Organizing and Managing Insanely Great Products" and "Marketing Insanely Great Products."
His workshops cover the founding values, vision, product lifecycle and management employed by Apple at its start and which it subscribes to today. You can learn more about his workshops at Spice Catalyst Workshops
From Wiley and Sons, is a 796 page, university-level textbooks entitled: "Successful Product Design and Management Toolkit" covering keys to product success, product market strategy, marketing, soft skills, user experience, user interface, product engineering, and product support.
What students will learn in the workshops, online courses and books are cover what has made Apple the most valuable company in the world today. Go to David Fradin @ Youcanbook to schedule a time to talk.
David on Building Great Products, AI and Tech Shifts
By David Fradin |
Untold Stories From the Early Days of Apple Computer
By David Fradin |
Product Success Issues: Uses of Artificial Intelligence in Product Success Management
By David Fradin |
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