Customer Journey · Their own process · Component
Where you enter
The points at which a supplier can actually enter the customer’s process, and what can be changed at each — influence, specification, or delivery against a decision already taken.
The deliverable
What it is
Three states are worth distinguishing and are routinely collapsed into one. In some phases a supplier can influence what gets decided; in others the decision is being written down and a position can still be specified into it; in the rest the decision is made and only delivery remains.
Effort spent in a delivery phase trying to influence a specification is the most expensive mistake this module exists to prevent, and it is usually made because that is the phase in which the customer finally returns calls.
The earliest useful entry point is almost never the earliest contact. It is the first phase in which someone with authority over a relevant decision is doing work that the decision depends on.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The entry points
Each phase in which contact is possible, and what state it is in.
3 attributes: Phase · State · Who to reach
LearnWhat it takes
What has to exist for the entry to be possible at all.
3 attributes: Entry point · Condition · Held
LearnThe point of no return
The phase after which the relevant decision can no longer be changed.
3 attributes: Decision · Hardens at phase · Why
Learn
Effort spent influencing a specification in a delivery phase is the most expensive mistake in project selling.
The other components in their own process
The phases
The stages of the customer’s own work, in their order and under their names, with what each one has to produce before the next can begin.
LearnThe requirements
The standards, specifications and obligations the customer has to satisfy, who imposes each, and the phase at which it stops being negotiable.
Learn