Get Started with Customer-Centric Discovery
Learning Objectives
After completing this unit, you’ll be able to:
- Describe customer-centric discovery.
- List the four steps of customer-centric discovery.
Focus on Customer Success
Customer-centric discovery is a method for learning more about customers so you can:
- Gain insights into your customers’ business challenges.
- Share those insights with your customers.
- Inspire and connect with your customers.
- Lead customers to new opportunities.
- Improve how your customers work.
With customer-centric discovery, you uncover your customers’ biggest challenges. When you identify their needs and co-create successful strategies, it’s easier to develop long-term customer relationships based on trust.
Your goal is to help customers focus on what really matters to their overall business, their employees, and their customers.
The Path to Success
Customer-centric discovery has four steps.
- Know your customer.
- Be your customer.
- Connect with your customer.
- Create with your customer.
Let’s see what happens during each step.
| Customer-Centric Discovery Step | What You Do in This Step |
|---|---|
|
Know your customer. |
Get to know your customer’s industry and business. |
|
Be your customer. |
Take a walk in your customer’s shoes. |
|
Connect with your customer. |
Share your insights with your customer. |
|
Create with your customer. |
Develop a strategy with your customer. |
Each step of the customer-centric discovery process brings you closer to your customers so you can:
- Co-create strategies based on confirmed challenges. This lets you know you’re working toward what matters most to your customer.
- Focus on solutions that are the right size for your customer’s needs. This lets them deliver on time and within budget.
With customer-centric discovery, you and your customer develop a shared understanding of their objectives and challenges. You both see the big picture in new ways and can work together to map out a successful journey.