Field of Expertise

Rebuilding customer-models to align with the shift to a customer-centric strategy


Most firms attempting the strategy shift from one centered on upstream advantages to one centered on customers stumble on the same issue: The mental model of the customer upon which assumptions rest, decisions are negotiated and actions are taken, is an integral component of the business model they are trying to leave behind. My deepest expertise is in helping organizations discover this, and then helping them swap in a customer model that is better suited to their forward looking strategy. I'm supported in this work by a team of people with skills including various aspects of research, as well as implementation in IT systems, and work processes.