Fitness For Purpose Score
March 7, 2023
Regular followers of my work will know that I have expressed dissatisfaction with Net Promoter Score (NPS). Steve Denning in his book Radical Management suggested NPS was “the only metric
Product Management &
Customer Experience
A product or service is adequate for the purpose for which the consumer selected the product.
The Fit for Purpose Framework (the “F4P”) developed by David J Anderson and Alexei Zheglov gives managers a method by which they can segment customers by the customers intent purpose and score the ‘Fitness for Purpose’ using a Fitness Box Score to strategically manage products and services.
The F4P combines both narrative- and data-based approaches to sensing customer segments, their criteria and assessing fitness. Your company can use these to serve their customers better and to find the right customers to serve.
Understanding market segments defined by purpose and understanding customers’ fitness criteria should be among your business’ core strategic capabilities to ensure organizational alignment and long-term survivability of the business.
Fit For Purpose
How to Keep Your Customers Happy!
The Fit-for-Purpose framework accompanied by our training gives managers a new way of understanding customer behavior and identifying customer segments by customer purpose. It gives managers a framework through which they can make more confident decisions, to adapt products and services to be “fitter” for their customers intended purpose and marketing environments.
Customers all have different reasons for choosing products and services and use a different criteria for selection. By grouping these criteria it is then possible to manage them more effectively. Increasing customer satisfaction, retention and profitability.
So how do you keep customers happy and make them choose your products or services over the competition?
What is required is the ability to filter out the noise and focus on what is most important to the customer. Design implement and deliver products and services that are fit for the purposes of the customer. It requires adapting your organisation to consistently deliver on customer promises and expectations, not just being able to change a product requirement.
Discover our solution, authored by David J Anderson and Alexei Zheglov, is the ‘Fit-for-Purpose Framework’ which draws parallels with Darwin’s theory of evolution by natural selection. Why does one variant do better than another? Natural selection. Why does one product or service do better than another? Customer Selection.
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