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© 2014 AIPMM 
www.aipmm.com 
AIPMM Webinar Series 
www.aipmm.com
© 2014 AIPMM 
www.aipmm.com
© 2014 AIPMM 
www.aipmm.com 
Follow: @AIPMM @thesalesoracle 
@hmdelcastillo 
Use: #AIPMM #ProdBOK 
Tweet!
© 2014 AIPMM 
www.aipmm.com 
Participate and Win! 
Must be present to win! 
One lucky winner will get a free copy of the Guide to the Product Management and Marketing Body of Knowledge (ProdBOK®)
© 2014 AIPMM 
www.aipmm.com 
Today’s Speaker 
Moderator: 
Hector Del Castillo, CPM, CPMM @hmdelcastillo 
Presenter: 
Adrian Davis, CSP 
CEO & President, Whetstone Inc. 
@thesalesoracle 
adavis@whetstoneinc.ca 
www.whetstoneinc.ca
Copyright 2011 
Whetstone Inc. 
All rights reserved. 
SS - 1 
Building Strategic Customer Relationships 
Streamlining Your Efforts While
Copyright 2014 
Whetstone Inc. 
All rights reserved. 
SS - 6 
Do we sell our customers what we have or what they need?
Relationship Lifecycle 
Stranger 
Supplier 
Desired 
Supplier 
Trusted 
Advisor 
Strategic 
Ally
Enterprise Lifecycle 
Entrepreneurial 
Preemptive 
Performing 
Adaptive 
Systematic 
Innovation 
Scalability 
Innovation
The Winning Strategic Model 
Legends 
(Seduction) 
Winners 
(Prosperity) 
Losers 
(Poverty) 
Myths 
(Deception)
Install 
Operate 
Monitor 
Maintain 
Repair & Restore 
Idea 
Design 
Develop 
Manufacture 
Asset Life Cycle
Driving Profitable Growth 
Asset Life Cycle 
Relationship Life Cycle 
Enterprise Life Cycle
SUSTAINABLE 
DIFFERENTIATION
Copyright 2011 
Whetstone Inc. 
All rights reserved. 
SS - 10 
10 Types of Innovation 
Business model 
Finance 
Networking 
2. Networking enterprise’s structure/ value chain 
1. Business model 
how the enterprise makes money 
Channel 
Delivery 
Brand 
Customer experience 
10. Customer experience how you create an overall experience for customers 
8. Channel how you connect your offerings to your customers 
9. Brand how you express your offering’s benefit to customers 
Core process 
Process. 
Enabling process 
3. Enabling process assembled capabilities 
4. Core process proprietary processes that add value 
6. Product system extended system that surrounds an offering 
Product performance 
Offering 
Product system 
Service 
7. Service how you service your customers 
5. Product performance basic features, performance and functionality 
Source: Doblin / Rotman
Copyright 2011 
Whetstone Inc. 
All rights reserved. 
SS - 11 
Core competence planning: 
Offering & process 
Innovation planning: 
Business model 
Customer experience 
Core process 
Process. 
Enabling process 
Business model 
Finance 
Networking 
Product performance 
Offering 
Product system 
Service 
Channel 
Delivery 
Brand 
Customer experience 
Source: Doblin / Rotman 
10 Types of Innovation
Copyright 2011 
Whetstone Inc. 
All rights reserved. 
SS - 12 
Volume of Innovation Efforts 
Hi 
Lo 
Last 10 years 
Source: Doblin analysis 
Core process 
Process. 
Enabling process 
Business model 
Finance 
Networking 
Product performance 
Offering 
Product system 
Service 
Channel 
Delivery 
Brand 
Customer experience
Copyright 2011 
Whetstone Inc. 
All rights reserved. 
SS - 13 
Move Beyond Products to Win 
Hi 
Lo 
Cumulative value creation— Last 10 years 
Source: Doblin analysis 
Core process 
Process. 
Enabling process 
Business model 
Finance 
Networking 
Product performance 
Offering 
Product system 
Service 
Channel 
Delivery 
Brand 
Customer experience 
Pareto revisited: Less than 2% of projects produce More than 90% of value…
CREATE AN 
“OUTSIDE-IN” 
CULTURE!
Customer 
Channels 
Products 
Inputs 
The Value Chain 
Traditional Value Chain 
Source: Adrian Slyvotzky, The Profit Zone 
Assets 
Modern Value Chain 
Purchase Criteria 
Customer Anger 
Preferences 
Power 
Decision-Making Process 
Purchase Occasion 
Buyer Behaviour 
Functional Needs 
Assets 
Inputs 
Offerings 
Channels 
Customer
ACCOUNT SCORECARD
Categorize Strategic Accounts 
Key Customer’s Spend 
Key Account Attractiveness 
High 
High 
Low 
Low 
Strategic 
Customer 
Status 
Customer 
Star 
Customer 
Streamline 
Customer 
Strategic investment 
Proactive maintenance 
Invest for growth 
Management for cash 
Supplier Attractiveness
SS - 39 
What’s our frame of reference? 
Customer’s 
Total 
Economic 
Equation 
Our 
Offering
Innovation Process 
Ideation 
Unmet needs 
problems 
Discover 
Which ideas will go forward? 
Decide 
Design solutions not products 
Develop 
World class launch of new products/services 
Deploy
DEVELOP PRODUCTS THAT YOUR CUSTOMERS WANT AND THAT PROVIDE REAL VALUE TO THEM
Strategic Account Process 
Account 
Selection 
On-boarding 
Account 
Planning 
Categorization 
Plan Execution 
Resource 
Allocation 
Performance 
Monitoring 
Account 
Exit
Readiness for Change and Strategic Capability 
Good 
Poor 
Anticipatory Change 
Reactive 
Change 
Crisis 
Change 
Readiness for Change 
Strategic Capability 
Time 
Source: Joseph Fry, Strategic Analysis & Action, (Pearson Education Canada Inc., 1996), Chapter 10 
Profitability
Copyright 2011 
Whetstone Inc. 
All rights reserved. 
SS - 1 
Thank You!
© 2014 AIPMM 
www.aipmm.com 
Q & A 
Moderator: 
Hector Del Castillo, CPM, CPMM @hmdelcastillo 
Presenter: 
Adrian Davis, CSP 
CEO & President, Whetstone Inc. 
@thesalesoracle 
adavis@whetstoneinc.ca 
www.whetstoneinc.ca
© 2014 AIPMM 
www.aipmm.com 
Join AIPMM! 
For a limited time, get a one-year AIPMM membership when you purchase a copy of the Guide to the Product Management and Marketing Body of Knowledge (ProdBOK®). Learn more here: http://bit.ly/1iUknEx.
© 2014 AIPMM 
www.aipmm.com 
Call For Speakers 
We are seeking qualified speakers, experts, and thought leaders who want to share their knowledge about how to create successful products. 
Visit: Call For Speakers.
© 2014 AIPMM 
www.aipmm.com 
Upcoming Events 
ProductCamp DC 
Saturday, October 11, 2014 
LivingSocial HQ, Washington, DC 
ProductCamp SoCal 
Saturday, November 15, 2014 
EventPlex, Anaheim, CA
© 2014 AIPMM 
www.aipmm.com 
Upcoming Courses 
Certified Innovation Leader® 
Oct 30-31, 2014 – DC Metro Area 
Certified Product Manager® 
Dec 8-9, 2014 – DC Metro Area 
Certified Product Marketing Manager® 
Dec 10-11, 2014 – DC Metro Area 
Click on the dates above for more information. 
If you have a team of 10 or more that you want to certify, contact certification@aipmm.com.
© 2014 AIPMM 
www.aipmm.com 
Please Join Us Again! 
AIPMM Webinar Series: 
http://aipmm.com/aipmm_webinars 
Global Product Management Talk 
http://www.blogtalkradio.com/prodmgmttalk 
Call For Speakers: http://www.boldpm.com/call_for_speakers 
Topic Suggestions: support@aipmm.com 
Announcements: http://www.aipmm.com/subscribe 
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Streamlining Your Efforts While Building Strategic Customer Relationships - AIPMM Webcast

  • 1. © 2014 AIPMM www.aipmm.com AIPMM Webinar Series www.aipmm.com
  • 2. © 2014 AIPMM www.aipmm.com
  • 3. © 2014 AIPMM www.aipmm.com Follow: @AIPMM @thesalesoracle @hmdelcastillo Use: #AIPMM #ProdBOK Tweet!
  • 4. © 2014 AIPMM www.aipmm.com Participate and Win! Must be present to win! One lucky winner will get a free copy of the Guide to the Product Management and Marketing Body of Knowledge (ProdBOK®)
  • 5. © 2014 AIPMM www.aipmm.com Today’s Speaker Moderator: Hector Del Castillo, CPM, CPMM @hmdelcastillo Presenter: Adrian Davis, CSP CEO & President, Whetstone Inc. @thesalesoracle adavis@whetstoneinc.ca www.whetstoneinc.ca
  • 6. Copyright 2011 Whetstone Inc. All rights reserved. SS - 1 Building Strategic Customer Relationships Streamlining Your Efforts While
  • 7. Copyright 2014 Whetstone Inc. All rights reserved. SS - 6 Do we sell our customers what we have or what they need?
  • 8. Relationship Lifecycle Stranger Supplier Desired Supplier Trusted Advisor Strategic Ally
  • 9. Enterprise Lifecycle Entrepreneurial Preemptive Performing Adaptive Systematic Innovation Scalability Innovation
  • 10. The Winning Strategic Model Legends (Seduction) Winners (Prosperity) Losers (Poverty) Myths (Deception)
  • 11. Install Operate Monitor Maintain Repair & Restore Idea Design Develop Manufacture Asset Life Cycle
  • 12. Driving Profitable Growth Asset Life Cycle Relationship Life Cycle Enterprise Life Cycle
  • 14. Copyright 2011 Whetstone Inc. All rights reserved. SS - 10 10 Types of Innovation Business model Finance Networking 2. Networking enterprise’s structure/ value chain 1. Business model how the enterprise makes money Channel Delivery Brand Customer experience 10. Customer experience how you create an overall experience for customers 8. Channel how you connect your offerings to your customers 9. Brand how you express your offering’s benefit to customers Core process Process. Enabling process 3. Enabling process assembled capabilities 4. Core process proprietary processes that add value 6. Product system extended system that surrounds an offering Product performance Offering Product system Service 7. Service how you service your customers 5. Product performance basic features, performance and functionality Source: Doblin / Rotman
  • 15. Copyright 2011 Whetstone Inc. All rights reserved. SS - 11 Core competence planning: Offering & process Innovation planning: Business model Customer experience Core process Process. Enabling process Business model Finance Networking Product performance Offering Product system Service Channel Delivery Brand Customer experience Source: Doblin / Rotman 10 Types of Innovation
  • 16. Copyright 2011 Whetstone Inc. All rights reserved. SS - 12 Volume of Innovation Efforts Hi Lo Last 10 years Source: Doblin analysis Core process Process. Enabling process Business model Finance Networking Product performance Offering Product system Service Channel Delivery Brand Customer experience
  • 17. Copyright 2011 Whetstone Inc. All rights reserved. SS - 13 Move Beyond Products to Win Hi Lo Cumulative value creation— Last 10 years Source: Doblin analysis Core process Process. Enabling process Business model Finance Networking Product performance Offering Product system Service Channel Delivery Brand Customer experience Pareto revisited: Less than 2% of projects produce More than 90% of value…
  • 19. Customer Channels Products Inputs The Value Chain Traditional Value Chain Source: Adrian Slyvotzky, The Profit Zone Assets Modern Value Chain Purchase Criteria Customer Anger Preferences Power Decision-Making Process Purchase Occasion Buyer Behaviour Functional Needs Assets Inputs Offerings Channels Customer
  • 21. Categorize Strategic Accounts Key Customer’s Spend Key Account Attractiveness High High Low Low Strategic Customer Status Customer Star Customer Streamline Customer Strategic investment Proactive maintenance Invest for growth Management for cash Supplier Attractiveness
  • 22.
  • 23.
  • 24.
  • 25. SS - 39 What’s our frame of reference? Customer’s Total Economic Equation Our Offering
  • 26.
  • 27. Innovation Process Ideation Unmet needs problems Discover Which ideas will go forward? Decide Design solutions not products Develop World class launch of new products/services Deploy
  • 28. DEVELOP PRODUCTS THAT YOUR CUSTOMERS WANT AND THAT PROVIDE REAL VALUE TO THEM
  • 29.
  • 30.
  • 31. Strategic Account Process Account Selection On-boarding Account Planning Categorization Plan Execution Resource Allocation Performance Monitoring Account Exit
  • 32. Readiness for Change and Strategic Capability Good Poor Anticipatory Change Reactive Change Crisis Change Readiness for Change Strategic Capability Time Source: Joseph Fry, Strategic Analysis & Action, (Pearson Education Canada Inc., 1996), Chapter 10 Profitability
  • 33. Copyright 2011 Whetstone Inc. All rights reserved. SS - 1 Thank You!
  • 34. © 2014 AIPMM www.aipmm.com Q & A Moderator: Hector Del Castillo, CPM, CPMM @hmdelcastillo Presenter: Adrian Davis, CSP CEO & President, Whetstone Inc. @thesalesoracle adavis@whetstoneinc.ca www.whetstoneinc.ca
  • 35. © 2014 AIPMM www.aipmm.com Join AIPMM! For a limited time, get a one-year AIPMM membership when you purchase a copy of the Guide to the Product Management and Marketing Body of Knowledge (ProdBOK®). Learn more here: http://bit.ly/1iUknEx.
  • 36. © 2014 AIPMM www.aipmm.com Call For Speakers We are seeking qualified speakers, experts, and thought leaders who want to share their knowledge about how to create successful products. Visit: Call For Speakers.
  • 37. © 2014 AIPMM www.aipmm.com Upcoming Events ProductCamp DC Saturday, October 11, 2014 LivingSocial HQ, Washington, DC ProductCamp SoCal Saturday, November 15, 2014 EventPlex, Anaheim, CA
  • 38. © 2014 AIPMM www.aipmm.com Upcoming Courses Certified Innovation Leader® Oct 30-31, 2014 – DC Metro Area Certified Product Manager® Dec 8-9, 2014 – DC Metro Area Certified Product Marketing Manager® Dec 10-11, 2014 – DC Metro Area Click on the dates above for more information. If you have a team of 10 or more that you want to certify, contact certification@aipmm.com.
  • 39. © 2014 AIPMM www.aipmm.com Please Join Us Again! AIPMM Webinar Series: http://aipmm.com/aipmm_webinars Global Product Management Talk http://www.blogtalkradio.com/prodmgmttalk Call For Speakers: http://www.boldpm.com/call_for_speakers Topic Suggestions: support@aipmm.com Announcements: http://www.aipmm.com/subscribe LinkedIn: http://www.linkedin.com/company/aipmm Membership: http://www.aipmm.com/join.php Certification: http://aipmm.com/html/certification/