Customer Pain Point Analysis is a strategic process used by businesses to identify and understand the specific problems or challenges that their customers encounter during their interactions with products, services, or the overall customer experience. By pinpointing these pain points, businesses can develop targeted solutions to address them, leading to improved customer satisfaction, loyalty, and...

“Jobs to Be Done” (JTBD) is a framework that helps organizations better understand what drives their customers’ purchasing decisions and how they use their products or services. Developed into a popular concept by Harvard Business School Professor Clayton Christensen, JTBD centers on the notion that customers effectively ’employ’ products and services to accomplish particular tasks...

The MEDDIC Framework is a sales qualification methodology used to qualify and manage sales opportunities in a structured way. Dick Dunkel and Jack Napoli developed MEDDIC in the early 1990s. The framework has since been widely adopted by organizations seeking a systematic approach to assessing and prioritizing potential deals in the sales process. MEDDIC is...

The CHAMP Framework is an approach to customer-centric selling that assesses and prioritizes potential leads, placing the customer’s requirements at the forefront. Invented to empower sales processes, CHAMP stands for challenges, authority, money, and prioritization and reflects a commitment to uncovering the important aspects of a prospect’s profile.   Main Benefits of The CHAMP Framework...

The HEART Framework is an approach for measuring and improving the user experience (UX) of products or services. It provides a structured methodology for organizations to assess various dimensions of user satisfaction and engagement. HEART stands for Happiness, Engagement, Adoption, Retention, and Task Success.   Main Benefits of The HEART Framework The HEART Framework allows...

The FCB Grid is a valuable marketing framework that assesses and classifies consumer products based on the level of consumer engagement and the cognitive processes involved in their decision-making. Richard Vaughn created the FCB Grid in the 1980s to aid advertising professionals in adopting a strategic and context-driven approach to comprehending consumers’ purchasing decisions.  ...

The SERVQUAL Model provides a structured approach for measuring service quality and customer satisfaction. It was developed by a team of academic researchers, A. Parasuraman, Valarie Zeithaml, and Leonard L. Berry, in 1985 to measure the quality of services. The model consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy.   Main Benefits of The SERVQUAL Model The...

The Kano Model is a customer satisfaction framework that categorizes and prioritizes customers’ needs. Dr. Noriaki Kano, an educator, lecturer, writer, and consultant in the field of quality management, created the Kano Model in the 1980s.   Main Benefits of The KANO Model The Kano Model helps companies understand customer preferences and make informed decisions...