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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 […]

How “feeling” the customer’s pains helped to shape io Health’s home health  documentation solution. In May 2023, io Health and unipro solutions teamed up to methodically interview businesses providing home health care to understand their needs, pains and constraints and much more. The result: io Health quickly identified and prioritized all pain points, accelerated the

In October I was invited to run a workshop for the first three cohorts of the Customer Experience Management Master students at Michigan State University. The Master Program is North America’s first master’s degree in Customer Experience Management (CXM).  Over 30 students and faculty got an overview of our “progress framework” and hands-on experience with

Meetup on 19. Sept. 2023 How do you generate data on which to base reliable product and marketing decisions? What data do I need and how can I generate this data quickly and easily? When we developed The Wheel of Progress 4 years ago, we had no idea how much it would help answer these

Strategieentwicklung leicht gemacht Online-Kurs „Kunden systematisch verstehen“ bietet anwendbare Kundenforschung für jedermann Mainz, 27. Februar 2023: Startschuss für eine kundenzentrierte Strategieentwicklung für alle. Nach einem Jahr Entwicklungsarbeit geben unipro solutions und Safari Consulting heute die die Verfügbarkeit eines Online-Kurses bekannt, der Mitarbeitern in Unternehmen aller Größen und Branchen die Fähigkeiten an die Hand gibt, mit Hilfe

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)

In this webinar, hosted by Mikko Mannila from Statty Store on May 10, , and on June 14, 2022 hosted by the PDMA I will provide tips on how to take your Customer Profiles to the next level. What You Will Learn in this Webinar Link to the Webinar recording in English Link to the Webinar recording

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

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