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How to Find & Keep Customers

Pieces of Fit For Purpose by David Anderson and Alexei Zheglov

Fit For Purpose by David Anderson and Alexei Zheglov

Three components that contribute to every product or service:

  1. It’s design
  2. It’s implementation
  3. It’s service delivery.

Two ways to learn your customers purpose:

1. Using humans and narrative

Questionnaire to understand your customers

1. “Why did you choose our service? What was your reason or the purpose behind your selection?”

Four categories of commonly recurring selection criteria.

1. Lead time and it’s predictability

Time from accepting a customer order until delivery or time-to-market, the time from when we decided to do something until it was ready for launch.

2. Quality and it’s predictability

Functional: the “what”, specification accuracy.

3. Safety or conformance to regulatory requirements

Customers adopt safety and regulatory requirements as fitness criteria when it affects their consumption of the product.

4. Price or affordability — although price may require some special treatment

What kind of customers would be attracted to your product or service at different price levels?

Fit for purpose card questions:

1. Tell us why you chose our offering. Select up to three reasons or objectives you had when choosing it.

Customer narratives are helpful

“What job were you trying to do [using our product or service]?”

The different stages of customers

Enthusiasts don’t mind bugs and want to feel a part of the community.



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Parker Klein ✌️

Codin' + Oatin'. Former @Google @Qualcomm @PizzaNova. Programmer, reader, writer. Simply remember *things* w/ Twos (