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  • What is Outside Innovation?
    It’s when customers lead the design of your business processes, products, services, and business models. It’s when customers roll up their sleeves to co-design their products and your business. It’s when customers attract other customers to build a vital customer-centric ecosystem around your products and services. The good news is that customer-led innovation is one of the most predictably successful innovation processes. The bad news is that many managers and executives don’t yet believe in it. Today, that’s their loss. Ultimately, it may be their downfall.

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      Eric von Hippel coined the term "lead users" to describe a group of both customers and non-customers who are passionate about getting certain things accomplished. They may not know or care about the products or services you offer. But they do care about their project or need. Lead users have already explored innovative ways to get things done. They're usually willing to share their approaches with others.
      I use the term "lead customers" to describe the small percentage of your current customers who are truly innovative. These may not be your most vocal customers, your most profitable customers, or your largest customers. But they are the customers who care deeply about the way in which your products or services could help them achieve something they care about.
      We’ve spent the last 25 years identifying, interviewing, selecting, and grouping customers together to participate in our Customer Scenario® Mapping sessions. Over the years, we’ve learned how to identify the people who will contribute the most to a customer co-design session. These are the same kinds of people you should be recruiting when you set out to harness customer-led innovation.
      You no longer win by having the smartest engineers and scientists; you win by having the smartest customers!
      In more than 25 years of business strategy consulting, we’ve found that customer co-design is a woefully under-used capability.
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    « What’s the Most Critical Core Competency to Master in 2008 to Improve Customer Experience? | Main | Customer Communities: High Priority for Your 2008 Game Plan »

    January 10, 2008


    mark chartier

    The question really is how fast is MS going to integrate fast into SP? and what will be the cost to there customers?
    There are many other vendors like ourselves that offer an integrated search solution for SP users now! take a look you may be surprised!
    Posted from mark chartier with

    Patty Seybold

    Hi Mike,
    Thanks for your comment..I suspect that Microsoft will move pretty quickly. It's a pretty strategic catch-up area for them!

    Mike Doane

    One can only hope that Microsoft does the right thing and immediately starts to get some of the FAST thinking and technology into SharePoint search. SP looks to be their shining star in '08 for growth, but those of us who live in SP on a daily basis often wish for an improved search feature. Given FAST's and SP's targeted (intranet) audiences, I hope that MS keeps the momentum rolling past the honeymoon this year.

    The comments to this entry are closed.

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