Outside-In Thinking

Introduction

The term 'outside-in thinking (OI) has its roots in product management and service marketing, and ensures you and your organization are centered on your customers.  OI thinking makes sure an explicit customer reason is in every decision, including what products and services to offer, the makeup of those services, and the interactions, touchpoints and moments of truth you need to co-design in, to properly manage the overall customer experience.

OI thinking is at the forefront of the business and customer relationship management strategies of today’s most successful enterprises, and centered around the 3Es - Expectations, Emotions and Experiences.  Oi thinking helps you focus on activities that help you understand what business you are in, who you service, and what your customers do to achieve their desired successful outcomes.

Available February, 2012


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