Knowledge gaps, strategy, customer understanding
Eckhart contributed as one of six practitioners to the new CXM Academy industry report. My contribution focused on a few recurring patterns I see in client work:– Organizations often think they have a journey problem, but the real issue is a lack of understanding of how customers actually try to make progress– Decisions are made […]
Eckhart Boehme joins the Glassix podcast to discuss what’s missing from customer understanding and how organizations can close the customer knowledge gap using structured qualitative research. Listen to the full episode: 🎙 Listen on Glassix → Duration: 38 minutes.
Closing the Customer Knowledge Gap (Glassix) Read More »
We’re thrilled to release a compelling new episode on the IAM CX Podcast featuring Eckhart Böhme, the renowned strategist and “Jobs to be Done” expert. With extensive experience from Microsoft to his groundbreaking work at Unique Pro Solutions, Eckhart brings invaluable insights into bridging the critical gaps in customer understanding. Duration: 47 minutes. Originally presented
Closing the Customer Knowledge Gap (YouTube) Read More »
Making the case for Customer Discovery by Sizing the Customer Knowledge Gap Up to 90% of the factors crucial in the customer journey are unknown. We make decisions based on what we know or assume. The quality and accuracy of this input determines the quality of our decisions. Garbage in – garbage out. So, the
Measuring the customer knowledge gap Read More »
Duration: 33 minutes. Originally presented as a live educational podcast.
Uncovering Hidden Customer Needs Read More »
Duration: 30 minutes. Originally presented as a live educational podcast.
Do You Really Understand Your Customer’s Hidden Motivation? Read More »
My latest article in the iBusiness magazine English version of the article at: https://www.linkedin.com/pulse/hearing-what-customers-dont-say-eckhart-boehme Original German version at: https://www.ibusiness.de/aktuell/db/453103cr.html Kundenzentrierte Strategieentwicklung: So gehts (ibusiness.de)
“Hearing” what customers don’t say Read More »
Customer researchers have an enormously responsible job. They play a key role in creating product strategy and thus have a significant impact on an organization’s success. However, being in a customer researcher position can be a tough job according to our study. While we started our research to understand how well customer research tools and
The struggle for impact and appreciation Read More »
In October 2021, I was interviewed by Bill Staikos from the Be Customer Led Pocast about our implementation of the JTBD framework. Listen to the episode
Interview with Be Customer Led Read More »
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