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Archive for Value-Stream-Mapping

Mar
06

Value Stream Mapping Customer Value

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Value Stream Mapping Customer Value can be difficult to say the least. Even getting your organization to decide on what the Customer Value’s can be challenging. This PowerPoint/Video highlights the 5 Cs of Driving Market Share as the method of choice to determine your Customer’s Value Stream. It also introduces the term Voice of Market versus Voice of Customer. 

I hope after watching the video, you picked up on several key points. One, that your organization cannot determine customer value your customer is the only one that can do that. The other point is that Customer value is the best leading indicator of future market share.

The 5Cs of Driving Market Share is a program developed by Dr. Eric Reidenbach of the Six Sigma Marketing Institute.  You can find out more about Dr. Reidenbach and the 5Cs at http://drivingmarketshare.com. 5 Cs is also part of the Marketing with Lean Program Series.

Related Books by Dr. Reidenbach:
Listening to the Voice of the Market: How to Increase Market Share and Satisfy Current Customers
Six Sigma Marketing: From Cutting Costs to Growing Market Share
Value-Driven Channel Strategy: Extending the Lean Approach
Competing for Customers and Winning with Value: Breakthrough Strategies for Market Dominance
Dominating Markets with Value: Advances in Customer Value Management
Download on this site: Best in Market.

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Nov
25

the Lean (Agile) Marketing Manifesto

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In February 2001, 17 software developers met at a ski resort in Snowbird, Utah, to discuss lightweight development methods. They published the "Manifesto for Agile Software Development" to define the approach now known as agile software development.

I believe that Lean is the Future of Marketing and one of the main reasons is the development of Agile under the Lean umbrella. I thought using the Agile Manifesto as a basis for my own manifesto on Agile Marketing or Lean Marketing was a good start. For my effort in establishing a manifesto, I have used many of their terms described in the original Agile Manifesto.  Agility

We are uncovering better ways of developing marketing by doing it and helping others do it. Through this work we have come to value:

  • Individuals and interactions over processes and tools
  • Content-rich material over elaborate promotion
  • Customer collaboration over contract negotiation
  • Responding to customer needs change over following a plan

That is, while there is value in the items on the right, we value the items on the left more.

Our highest priority is to deliver the customer content that he deems valuable to his decision making process.

  1. Build Cross functional Sales/Marketing teams and giving them the environment and support they need, and trust them to get the job done.
  2. Cross-functional teams are created based on Customer markets and work together daily throughout the project.
  3. Deliver sales/marketing/technical direct support as required to optimize the flow of value delivery.
  4. The most efficient and effective method of conveying information to the customer is face-to-face conversation.
  5. Facilitating a Customer’s Decision Making/Buying Process is the primary measure of progress.
  6. Recognize and adapt to changing customer’s requirements.
  7. Lean processes promote building customers that will repeat, become advocates and even co-creators in our development.  
  8. Continuous attention to content-rich material and technical excellence enhances the value stream.
  9. The best architectures, requirements, and designs emerge from the customer use and feedback of product and our direct observation of the product in use.
  10. At regular intervals, the team reflects on how to become more effective, then tunes and adjusts its behavior accordingly.

In Lean Marketing your goal is to deliver as much value as your customer (prospect) needs as quickly as possible in the most efficient manner possible. Agile systems allows for a framework for people to work together and improve communication through departments and with the customer. Part of this practice will help in understanding exactly what the customer needs to facilitate his decision making process but it will require teams to often wait till the “last responsible moment” to fulfill that requirement. You will have to respect your people, another foundation of Lean to enable such a system. This will minimize the waste and complexity associated with trying to cover all the bases. More importantly, it will provide greater clarity and increased value to the customer.

Related Posts:
Your Value Network Participants; Who are they?
Why Lean Marketing? Because it is the Future of Marketing
Value Stream Mapping differs in Lean Marketing
Using Value Stream Mapping in Lean
Agile Marketing – Maybe?
Can you have Agile Marketing?

Categories : Lean Marketing
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Nov
04

Value Stream Mapping your Sales Team

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In my Microsoft Newsletter this week, I received the following enticement:

Find, Keep, and Grow Customer Relationships with Microsoft Dynamics CRM Online. Start Your 30-Day Free Trial Today!

Today, businesses are asked to do more with less. Microsoft Dynamics CRM Online delivers exceptional value because it combines your everyday Microsoft Office applications with powerful CRM software accessed over the Internet to rapidly improve marketing, boost sales, and enrich customer service interactions. Try it now for 30 days!

I am trying it this week but what I wanted to share is a piece of the collateral information, Microsoft Dynamics CRM Power Couple. In this PDF, MSN highlighted the Customer Decision Making Process aka Mirror Marketing( Your Marketing Funnel from your Customer’s Perspective.) but extended the concept to show the process from several other points of view.

I have always been an advocate of seeking Sales and Marketing’s response to each of the customer’s decision steps but MSN (they are selling software), highlighted the technology enabler and a team response to the Customer Value Stream process. This simple exercise utilizing a high level Value Stream Map can really get your individual departments on the same page!

MSN Power Couple

In my recent work, I have been advocating breaking down the Sales Silo and making Sales a team effort. In most organizations, I have been met with strong resistance to this concept. Most sales people look at as another silly initiative and most internal people see sales as a vehicle to customer data. As a result, sales resist and rightfully so preventing themselves from becoming an extended clerk. However, the approach really should be about how to increase face time with the customer. The #1 enabler of increased sales.

Create your own sales team by reviewing who responds to your Customer’s Value Stream Map. Start having a few meetings, similar to a daily standup meeting which may not be feasible. I would recommend at first error in having the meeting to often, just cut them short. In a spirit of true collaboration, don’t automatically exclude your customer from the team. This concept really could increase face time! 

Related Posts:
Is your Value Stream Mapping backwards?
Agile, Scrum, Kanban, or is it just a Marketing Funnel?
The Pull in Lean Marketing
Value Stream Marketing and the Indirect Marketing Concept
Mirror Marketing eBook

Categories : Lean Marketing
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