1. Excellence in Customer
Relationships
Excerpt from G.Delcourt
Entrepreneurship course
Toulouse Business School

2. Excellence in business = relationship
mastery

3. CONTEXT
JOB DONE!
Build your BM (1): the customer
perspective
PAINS GAINS
WAYS WANTS WISH
TRANSACTION
RELATIONS

4. Build your BM(1): customer
perspective (Transaction)
Jobs to be done
(issues)
Unsolved issues
Urgencies, second priorities
Major constraints (inside/outside) & risks
How do we help?
Pains
Key stakes per job to be done (objective)
Fears & frustrations (subjective)
obstacles
How do we help?
Gains
What the customer wants
Key benefits/targets
Key success factors
How do we help?
What is he/she
ready to pay for ?
What he/she is used to paying (budgets, models)
Other funding sources (already used) (internal/external)
Budget types (capex, opex, R&D)

5. Build your BM (1): customer
perspective (relations)
The customer way
What he/she is used to – ready to try
What he/she wishes/ prefers/likes
What he/she refuses/doesn’t like
How do we fit
context
What he/she sees: environment, market, colleagues
What he/she hears: colleagues, boss, influencers,
competitors
What he/she express: words, behaviours (public, private)
How the customer
expect the relationship?
Explicit/ formalised
Implicit /unformalised (suggested)
How do we cope