If you missed The Nitty Gritty of Setting Up Customer Discovery Meetings by David Telleen-Lawton at The Lean Startup Conference 2015, he shared the down and dirty details of setting up meetings for Customer Discovery. Having set hundreds of B2B and B2C discovery meetings over the years, Telleen-Lawton tells how to reach out and set these meetings.
Customer Discovery interviews are key to discovering whether or not a market exists for your product or service and the skills and questions you hone in the early market will continue to be refined as you scale. This month we focus on how to start them, techniques for cultivating your curiosity so that you learn as much as possible, and some suggestions for how to review and organize your findings on an ongoing basis.
I used to think it was the advice I offered that provided the highest value to clients and friends. I talk to a number of people in different or challenging situations. Recently I have come to appreciate that it’s when I focus and listen to someone explain their situation, asking them questions from a caring perspective to help clarify their understanding, that I often provide the most value.
In Chapter 9 of “Zen and the Art of Motorcycle Maintenance,” Robert Pirsig goes into an extended explanation of the Scientific Method using the metaphor of motorcycle repair. He stresses the value of an experiment log, explaining how to organize it so that you don’t become lost in exploring for solutions to a problem. I have excerpted it below and intermixed some commentary about applying it to early market exploring and debugging new product introduction problems.
It’s OK to solve your own problem first, to be the first customer. This at a minimum gets the idea out of your head and reduced to practice where it can be tested. The trick is to use this basic product to spark further discussions about the problem you solved, no your solution.
Theodore Zeldin gave a series of six lectures on conversation that were collected in slim book called “Conversation: How Talk Can Change Our Lives.” I found it offered a number of insights on what is needed for a serious conversation. And since serious conversation is one of the primary tools for early market exploration and customer development; I have curated a list of nine excerpts I think entrepreneurs will find useful.
My interview with Gabriel Weinberg was originally published Sep-8-2010. He was doing research for what became his fantastic book Traction. We talked for the better part of an hour and a half and I can remember he kept returning in different ways to what was needed to close your first dozen enterprise customers.
He recently reorganized his site and made a fresh start on his blog. I have made some small formatting changes and added links to other blog posts I have written since the interview that elaborate on some of the points that I made. This content was originally at http://www.gabrielweinberg.com/blog/2010/09/sean-murphy-on-the-first-1-6-enterprise-customers.html.
I got to know Edith Harbaugh (@edith_h) when she was moderating the Lean Startup Circle Group and published two guest blog posts by her: “It’s Your Execution, Not Your Idea” and “Managing Email Conversations With Customers.” I also invited her to take part in a webinar on Innovator’s DNA: Experimenting Skill. During the roundtable conversation she mentioned some lessons learned from a bicycle trip across the United States–I thought to myself, anyone willing to bike across the country is ready to become a technology entrepreneur. So when she emailed me that she had co-founded LaunchDarkly I reached out to interview her. What follows is an edited transcript.
3D printing is overhyped and its implications are not well understood. It will be twenty plus years before there is a 3D printer in most homes due to limitations of the cost of the machine, material, obtaining software and learning how to use the software. Other fundamentally problem that prevent 3D printers being adapted by the public are to understanding of design, physics, and material science and a change of behavior of making things at home.
Entrepreneurs who limit themselves to what they could learn if their prospects lacked the power of speech adopt what I call a veterinary marketing model. It’s not a viable approach to market exploration.
Any innovation effort is a painful struggle punctuated by false starts and dead ends. Your efforts are met with lack of interest even when a basic invention is working and active resistance when it starts to replace the tried and true. Like any childbirth the trick is managing the pain long enough to deliver.
Normally if you are not getting traction, if you are not able to reliably set and hit goals, then it’s a good idea to narrow your focus and take smaller steps. Zoom in for traction. This is a good rule of but you may need to take a step back and look at yourself as an actor in the system (or contributor to the problem).
Trust is built over repeated interactions between people. If your business requires long term relationships then you have to make sure that investments in automation are not deployed in a way that undercut your ability to have real conversations. Unfortunately, some uses of email automation tools are pushing sales conversations into the “Uncanny Valley” because they strive to simulate–but miss–a genuine personalized touch.
Customer discovery interviews are essential to testing key B2B product hypotheses and understanding your target customers’ needs. Broadly there are five ways that you can reach out to potential customers for a discovery conversation. All of them assume that you have a clear picture of who your target is and a few key questions that they will be willing and able to answer that will indicate they have a problem or need your solution may address.
I signed up for a mailing list a while ago from a reasonably famous entrepreneur and he sent me this mass email in late November promising to share “Silicon Valley Secrets.” I don’t know if it’s because I have worked in Silicon Valley for more than three decades but I found the whole thing kind of sad (of course, he’s probably laughing all the way to the bank).
Tristan Kromer joins Steve Hogan and Sean Murphy to discuss networking as a key skill to develop to foster innovation.
Jeff Allison, former VP of Engineering at Cisco Systems joins us to discuss observing.
Sarah Gray, Ethan Thorman, and Mark Cook join Steve Hogan and Sean Murphy to discuss lessons learned asking questions to foster innovation.
Panel sessions Feb 22, 2012 on Innovator’s DNA Skill #1 Associating. Terry Frazier of Cognovis, Steve Hogan of Tech-Rx, and Sean Murphy of SKMurphy. Part of the Book Club For Business Impact covered lessons learned applying a number of techniques for associating from chapter 2 of the “Innovator’s DNA” by Jeff Dyer, Hal Gregersen, and Clayton Christensen.
Steve Hogan and Sean Murphy walk through a five part webinar series on “The Innovator’s DNA” by Jeff Dyer, Hal Gregersen,and Clayton Christensen. Sean thinks it’s the best book on innovation and entrepreneurship for 2011 and useful for any team that is trying to innovate. Each webinar will be in a roundtable format and include first time entrepreneurs and experienced innovators discussing lessons learned applying the five key discovery skills described in the book.