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How can you develop customer focus in a product management role?

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As a product manager in a laboratory setting, you need to balance the technical aspects of your work with the expectations and needs of your customers. Customer focus is not only a key skill for delivering value and satisfaction, but also for fostering resilience and adaptability in a changing environment. In this article, you will learn how to develop customer focus in a product management role by following these six steps:

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Abdullah Bin Arshad

Medical Laboratory Technologist | Healthcare Management | I Streamline Laboratory Operations for Healthcare…

1 Identify your customers

Your customers are not only the end-users of your products, but also the internal and external stakeholders who influence or benefit from your work. You need to identify who they are, what they want, and how they communicate. You can use tools such as customer personas, journey maps, and feedback channels to gain insights into your customers' profiles, goals, pain points, and preferences.

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Abdullah Bin Arshad

Medical Laboratory Technologist | Healthcare Management | I Streamline Laboratory Operations for Healthcare Organizations
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As a medical laboratory technologist I think, Just as in a lab, where we identify key components, we must recognize our customers. Understand their needs, preferences, and challenges to tailor product strategies accordingly.

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Abdalla Nasralla

Products & Business Development Manager at Canar Telecom| Project Management | Operations | | PRINCE2-ITIL, Digital Marketing, Workable Solutions
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. Continuous Learning: Foster a culture of continuous learning within the product team. Encourage team members to attend workshops, webinars, and conferences focused on customer-centric product management. By consistently incorporating the strategies into your product management approach, you can develop a strong customer focus, leading to more successful and user-friendly products that meet the evolving needs of your customers

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Theophilus Offei Darko

Medical Laboratory Scientist
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This is very important because it will help you to know the various groups of people needs the product. Whether people living with disabilities, STI, low income earners and high income earners

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Mbulante Raymond

Medical Laboratory Technician at The childrens clinic Naalya
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1.Customer Research: Conduct thorough research to understand your target customer base. This can involve surveys, interviews, and market analysis to gather insights into customer behaviors and preferences. 2.Create User Personas: Develop detailed personas representing your target customers. This helps to humanize their needs and provides a reference point for decision-making. 3. Feedback Loops: Establish mechanisms for collecting and analyzing customer feedback on an ongoing basis. This could be through customer support interactions, user testing, or feedback forms. 4. Collaborate with Customer-Facing Teams: Work closely with customer support, sales, and marketing teams to gather insights from customer interactions and feedback.

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2 Define your value proposition

Your value proposition is the statement that summarizes how your product solves your customers' problems, meets their needs, and delivers benefits. You need to define your value proposition clearly and concisely, and align it with your customers' expectations and values. You can use tools such as the value proposition canvas, the lean canvas, or the business model canvas to articulate your value proposition and test its validity.

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Abdullah Bin Arshad

Medical Laboratory Technologist | Healthcare Management | I Streamline Laboratory Operations for Healthcare Organizations
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I think that, similar to defining the purpose of an experiment, we should clarify our product's value proposition. Clearly articulate how our product addresses customer pain points and provides unique benefits.

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Kenneth Odei

Biochemist || Medical Laboratory Scientist@CoCMHC || Doctor of Medical Laboratory Science (MLS.D) Student @UDS
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In defining our value proposition, it is best we highlight to our customers the pros and cons of our products, including explaining to them the laboratory test protocols in order to build customer's trust and confidence! Thank you!??

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3 Develop customer-centric features

Your features are the specific attributes or functions of your product that deliver your value proposition. You need to develop features that are customer-centric, meaning that they are based on your customers' needs, wants, and feedback, and that they provide value and satisfaction. You can use tools such as user stories, prioritization matrices, and prototyping to develop customer-centric features and validate them with your customers.

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Abdullah Bin Arshad

Medical Laboratory Technologist | Healthcare Management | I Streamline Laboratory Operations for Healthcare Organizations
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I think that, like adjusting procedures based on experiment outcomes, we must prioritize features based on customer feedback. We should develop solutions that directly align with customer needs and enhance their overall experience.

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4 Communicate effectively with your customers

Your communication with your customers is essential for building trust, rapport, and loyalty. You need to communicate effectively with your customers, meaning that you use the appropriate channels, tone, and language, and that you listen, empathize, and respond to their questions, concerns, and feedback. You can use tools such as newsletters, blogs, social media, webinars, and surveys to communicate effectively with your customers and keep them engaged and informed.

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Abdullah Bin Arshad

Medical Laboratory Technologist | Healthcare Management | I Streamline Laboratory Operations for Healthcare Organizations
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According to me, In a lab setting, communication is vital. Clearly convey customer insights to your team. Foster a collaborative environment where everyone understands and prioritizes customer requirements.

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Vyshnavi K

Experienced R&D & QC in Animal health and nutrition division | 2^nd Rank Holder - MSc Microbiology| Bsc Microbiology
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To develop customer focus in a product management role, engage in regular customer interactions, gather feedback, conduct user research, and analyze data to understand their needs. Prioritize customer-centric features and involve customers in product development decisions. Regularly iterate based on customer feedback to enhance the product's alignment with user requirements.

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5 Measure and improve customer satisfaction

Your customer satisfaction is the degree to which your customers are happy with your product and your service. You need to measure and improve customer satisfaction, meaning that you use relevant metrics, indicators, and methods to assess how well you are meeting your customers' expectations and needs, and that you use the results to make improvements and adjustments. You can use tools such as net promoter score, customer satisfaction score, customer effort score, and customer feedback loops to measure and improve customer satisfaction.

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Abdullah Bin Arshad

Medical Laboratory Technologist | Healthcare Management | I Streamline Laboratory Operations for Healthcare Organizations
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Just as we measure experiment results, continuously gauge customer satisfaction. I highly recommend using metrics and feedback to identify areas for improvement, ensuring our product consistently meets or exceeds customer expectations.

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6 Adapt to changing customer needs

Your customer needs are not static, but dynamic and evolving. You need to adapt to changing customer needs, meaning that you monitor the trends, opportunities, and challenges in your market and industry, and that you innovate and iterate your product and service accordingly. You can use tools such as market research, competitor analysis, SWOT analysis, and agile methodologies to adapt to changing customer needs and stay ahead of the curve.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you develop customer focus in a product management role?

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1 Identify your customers

2 Define your value proposition

3 Develop customer-centric features

4 Communicate effectively with your customers

5 Measure and improve customer satisfaction

6 Adapt to changing customer needs

7 Here’s what else to consider

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