1. Customer Research
BCE

2. Plan your research: Information
Identify the information you want to collect
Use the Customer Profile Worksheet as a guide
Decide on how you will collect it
Interviews
Observations
Other (experts, competitors, etc…..NOT the most desired method)
Make up questions to ask only as a “backup” to the “pregnant pause”… Keep it flowing

3. Plan your research: customer sample
Identify at least 10 members of your target customer group to interview or observe
You will be talking to 5 of these
You may use the same 5 for your test of the offering
In real world,
You might have experience with your customer
On the job
As a member of the class
You would want at least 30 members of your target customer group

4. Schedule customer interviews
Schedule times for research.
Confirm times available for interviews and observations
You have only 1 week to conduct your research
Schedule in advance and be prepared for contingencies
You must complete your research and analysis to move on to subsequent BCE Steps
Once behind, you will need to use a class scheduled “BCE CATCH-UP” session
If no BCE CATCH-UP session is available, you will not be able to complete the work of the course.

5. Conduct your research Read the material on “Customer Interviews”
Research is done on your own outside of class.
KEEP DOCUMENTATION OF YOUR FINDINGS
Can be informal notes
Include contact information to validate.

6. Analyze the results
Use the Customer Profile Worksheet as a guide