Customer Centricity And Jobs To Be Done With Jay Haynes

REALLY Know Your Customer

Join us for a conversation with Jay Haynes, CEO of thrv, the first and only jobs-to-be-done product management software, which is based upon the foundational work of Clayton Christensen. At the heart of everything Jay and thrv do, is customer centricity. As humans, our goals don’t change over time. For example, the need to get from point A to point B. It’s how we use technology to accomplish the steps in between that has changed.

B2B companies love to chase technology: AI, blockchain, APIs, but from Jay’s perspective, customers don’t care about the technology. They only care if the technology helps get the job done faster. Think about maps. In a very short time, we’ve gone from paper maps, to GPS, to a free phone app to get us from point A to point B. If your product takes more than pushing a button to get the job done, you should constantly ask why because you could be delivering a bad customer experience. This simple example demonstrates really knowing your customer and what they are struggling with on a daily basis.

Jay also touches on moving away from the model of “shareholders over everything else” in an effort to be more customer centric, allowing customers to develop their product roadmap.