Lean Government Webinar Series: Define Customer Value

Presented by: Steve Elliott

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Program Number: PM 131

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Lean Government Webinar Series (more info)

Homeowners, business owners, and renters require different services from their government agencies. So do taxpayers and visitors, children and seniors, students and retirees, investors, and those on government assistance. Do the services and products you supply meet their needs? The best way to find out is to ask; you might be surprised by the answers.


  • Introduction: How Do You Know What Your Customers Want?
  • The Key Idea: You Have Different Customers With Different Needs And Wants
  • Identify Categories And Sub-Categories
  • Four Ways To Determine What Customers Value
  • Discover The Job To Be Done
  • What Should You Deliver To Your Customers?
  • Communication Channels: The Voice Of The Customer


  • Create a precise index of who your customers are, what they want, and what they need.
  • Align your products and services with what your customers really value.
  • Reassess your organization’s “Job To Be Done” based on your findings.

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