PP / Product realization
18 important questions on PP / Product realization
What are the 4 phases of the product realization process?
2. Develop products (from idea to actual product)
3. Realizing products (produce the actual product and make available for customers)
4. Improvement of products (ongoing)
What are the two interpretations of 'Customer Value'
The sum of benefits a customer receives from choosing a particular offer minus the sacrifices (money, time, energy) they must make in exchange - also called customer experience (CX)
2. Value to Firm - V2F
The total contribution that a customer brings to an organization over the entire duration of that customers relationship with the organization.
Also called Customer Lifetime Value (CLV)
Why is it important that on the long run, the value of customer and the customer experience balance each other out?
- Higher grades + faster learning
- Never study anything twice
- 100% sure, 100% understanding
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What are the foundations of co-creation?
- Access
- Risk assessment
- Transparency
What are the forms of co-creation?
2. Co-production; customer takes over parts of the production process
3. Customization; customer is able to tailor certain parts of a product or service
4. Integration; gathering several services or products from different providers on one website, so that eventually on end-product is created
What is a disadvantage of co-creation?
What are the 5 phases of product development?
2. Concept development
3. Product design
4. Product testing
5. Product introduction
What two form of co-creation can be used in customer driven innovation when developing a product?
2. Crowdsourcing
What are the 3 key issues of crowdsourcing
2. Intellectual property
3. Information security
What are 2 tools for online product realization?
2. DNA-Model
Define Customer Journey Mapping
A method to visualize the purchase process or service from the customers perspective.
What are the 3 steps of the DNA model?
2. Who should be present for these phases?
3. Which steps occur in the back office and which ones on the website or app (the front office)
For each step you must consider the presence of the consumer and the supplier.
What is meant with front office in the DNA model?
What is meant with back office in the DNA model?
What are the requirements of the online front office? (8 points)
- Range of products and focus products
- Wizards
- Calculation aids
- Quality stamps, user reviews, customer ratings
- Trust/confidence
- Mobile communication
- Tracking visitor behavior
What are the requirements for the back office? (7)
- Support by all browsers
- Presence of phone number or call me number
- Automated processes
- Event-driven marketing for returning visitors
- Track&trace
- Alerts
What are internal sources used for?
Unstructured: brainstorming sessions, suggestions made during meetings, individual input
Structured: Customer satisfaction surveys, overview of FAQ, periodic meetings, analysis of competitors sites, website statistics
What are external sources?
- review sites
- Websites of consumer organizations and programs
- Magazines and blogs
- Social media
- App Store reviews
The question on the page originate from the summary of the following study material:
- A unique study and practice tool
- Never study anything twice again
- Get the grades you hope for
- 100% sure, 100% understanding
