Mark Osborne argues that mapping your customer's full lifecycle, not just departmental touchpoints, reveals gaps in experience and value. Design your technology around that end-to-end view instead of how your company is organized.
think about what they go through through their entire lifecycle, not through a specific department, you start uncovering big gaps in, you know, their experience or, you know, the value that they're getting from the product. And you use that first as a rubric to help you design the tech around supporting your customer and supporting your internal team. And so that's typically where we start. And a lot of it is eye-opening. Most of the customers we work with, do not have like a unified vision of what their customers go through on a per-customer or industry or segment basis. That just doesn't exist.
How Can You Maximize Your Business Value Before Selling? with Randy Katz Video
