"It’s also important to recognize value is situational and time dependent. Stated differently, our customer value drivers change over time and with the situation.Quando vendemos um produto ou serviço que vai ao encontro das necessidades e expectativas do cliente ele experiencia valor. Quando ajudamos a transformar um cliente entramos naquele espaço da co-criação de valor.
the same person will change over time, based on needs and what they face. To make it more complicated, these value drivers may change within the same buying/selling opportunity. As customers learn more through their buying process, their value drivers will change.
But there are far more customers who don’t realize they should/must change, there are opportunities they are missing, there are areas where they can improve. It’s our responsibility to help educate customers, help them identify ways to grow, improve, even bring sanity to their lives, or grow their businesses. This is value we create for the customer.
Helping our customers think differently about their businesses, to disrupt their status quo is critical to their success. ... Helping our customer consider new business models—leveraging agile practices, imagining new possibilities in IoT and how they engage their own customers are ways that sales people create value.
In these days of customer research and self education, customers will inherently focus on the things they “value.” But what if they are missing important considerations? After all, they unless they are buying in this category every day, they may not know what they don’t know. Consequently, they may be doing something very wrong, or be missing opportunities. Sales people educating customers on these issues, challenging them to think differently, challenging their assumptions, having them consider different points of view or alternatives is value creation.
If sales people are doing what they should be doing, focusing on helping customers identify and address problems and opportunities, rather than pushing products, they should be expert helping customers recognize the need for change, mobilize change, develop and implement plans/programs to achieve their goals. Since we focus on our sweet spots, the problems we are the best in the world at solving and those who have those problems–we have deep expertise and greater knowledge than the customer. Teaching, educating, helping our customers recognize new opportunities, mobilize, and execute is value creation.
Value creation is not limited to bringing something into existence (though I believe that is a huge element of value creation—new business processes, new technologies, new methods). Value creation is also about bringing things into awareness for the customer."
terça-feira, agosto 23, 2016
Co-criação de valor e transformação dos clientes
Numa primeira análise este título "The Ultimate Sales Goal Is Connecting to Buyer’s Value Drivers — NOT Creating Value" parece que faz sentido até porque o valor é criado e sentido pelo cliente.
No entanto, em "Can Sales Really Create Value?" o autor chama a atenção para o espaço da co-criação: