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Innovation War Room
                Anke Albregts, Bert Celis, Hans Haagdorens,
                 Bjorn Kiekens, Marc Tiri and Ann Verlinden
                                     Innovation consultants
                                 www.Innovatiecentrum.be

      ©2011 Innovatiecentrum Limburg – All rights reserved
Agenda Workshop


 •   Intro: Innovation war room
 •   Strategie Canvas
 •   P/M matrix
 •   Business Model Innovation
 •   Customer Journey Mapping




                    ©2011 Innovatiecentrum Limburg – All rights reserved
Agenda Workshop


 •   Intro: Innovation war room
 •   Strategie Canvas
 •   P/M matrix
 •   Business Model Innovation
 •   Customer Journey Mapping




                    ©2011 Innovatiecentrum Limburg – All rights reserved
“Everyone who's ever taken a shower has
an idea. It's the person who gets out of
the shower, dries off and does something
about it who makes a difference.”
                                                          -Nolan Bushnell
   ©2011 Innovatiecentrum Limburg – All rights reserved
What is Innovation?



  Innovation
   = creation of a new or improved
   product, process, service or business
   model with economical growth as result.




             ©2011 Innovatiecentrum Limburg – All rights reserved
Innovation strategy



                                                        •      Long term
                                                        •      Choosing direction
                                                        •      Innovation in different areas
                                                        •      Risky
                                                        •      Value proposition
                                                        •      Differentiate
                                                        •      Higher margins
 www.informationmanagement.com




                                 ©2011 Innovatiecentrum Limburg – All rights reserved
©2011 Innovatiecentrum Limburg – All rights reserved
©2011 Innovatiecentrum Limburg – All rights reserved
Innovatiecentrum presents




 Short workshops about Innovation tools
    that can be used in your company
      to initiate/strengthen Innovation




             ©2011 Innovatiecentrum Limburg – All rights reserved
Agenda Workshop


 •   Intro: Innovation war room
 •   Strategie Canvas
 •   P/M matrix
 •   Business Model Innovation
 •   Customer Journey Mapping




                    ©2011 Innovatiecentrum Limburg – All rights reserved
Strategy canvas


 • Definition
    – The strategy canvas compares the company with their
      competitors based on critical succes factors from the
      customers viewpoint.

 • Goal
    – Gain insight, differentiate from competitors, make the
      difference for the customer

 • Also take a look at substitutes
    – For ex. restaurant – cinema




                     ©2011 Innovatiecentrum Limburg – All rights reserved
Strategy canvas




                  ©2011 Innovatiecentrum Limburg – All rights reserved
Blue Ocean Strategy

          ©2011 Innovatiecentrum Limburg – All rights reserved
Blauwe Oceaan Strategie (BOS)




           • Blue Ocean Strategy: How to Create
             Uncontested Market Space and Make
             Competition Irrelevant [Hardcover]
              – W. Chan Kim (Author)
              – Renee Mauborgne (Author)




            ©2011 Innovatiecentrum Limburg – All rights reserved
©2011 Innovatiecentrum Limburg – All rights reserved
Workshop




           ©2011 Innovatiecentrum Limburg – All rights reserved
Workshop




©2011 Innovatiecentrum Limburg – All rights reserved
Agenda Workshop


 •   Intro : Innovation war room
 •   Strategie Canvas
 •   P/M matrix
 •   Business Model Innovation
 •   Customer Journey Mapping




                    ©2011 Innovatiecentrum Limburg – All rights reserved
Product-Service/Market matrix


  • Definition:
     – The product-service/market matrix gives an overview of
       the market segments for the different products and
       services.

  • Goal:
     – Insight in the relevance and profitability of a certain
       product or service group within a specific marketsegment.
     – Discover strategic options through brainstorming
       -> Ansoff Matrix




                     ©2011 Innovatiecentrum Limburg – All rights reserved
Innovatiecentrum presents




           ©2011 Innovatiecentrum Limburg – All rights reserved
Agenda Workshop


 •   Intro : Innovation war room
 •   Strategie Canvas
 •   P/M matrix
 •   Business Model Innovation
 •   Customer Journey Mapping




                    ©2011 Innovatiecentrum Limburg – All rights reserved
©2011 Innovatiecentrum Limburg – All rights reserved
Business Model Canvas
(model Alex Osterwalder)




              ©2011 Innovatiecentrum Limburg – All rights reserved
Innovatiecentrum presents




           ©2011 Innovatiecentrum Limburg – All rights reserved
Agenda Workshop


 •   Intro: Innovation war room
 •   Strategie Canvas
 •   P/M matrix
 •   Business Model Innovation
 •   Customer Journey Mapping




                    ©2011 Innovatiecentrum Limburg – All rights reserved
Do




                                                            service design
     ©2011 Innovatiecentrum Limburg – All rights reserved
                 Reference unknown
                                                                 26
Zoom in op uw klant en spot kansen voor nieuwe diensten

      Introductie
Does your customer want what you have to offer?




“80% of the companies believe that they provide a
superior proposition. Only 8% of the customers
agree.”                                      ©2011 Innovatiecentrum Limburg – All rights reserved
                                                                                                                    27

                                                                      [Bain & Company, Closing the delivery gap, 2005]
      Foto: http://www.copyblogger.com/copywriting-offers/
© Copyright Innovatiecentrum 2009 - All rights reserved
“Customers often value how they interact with their
suppliers as much as or more than what they
actually buy.”                               ©2011 Innovatiecentrum Limburg – All rights reserved
                                                                                                    28

                                        [Vandenbosch M. & Dawar N., MIT Sloan Management Review, 2002]
                                                                                                    28
      Foto: http://www.copyblogger.com/copywriting-offers/
© Copyright Innovatiecentrum 2009 - All rights reserved
Customer experience


                                                             is the sum of all
                                                             experiences a customer
                                                             has with a supplier of
                                                             goods or services, over the
                                                             duration of their
                                                             relationship with that
                                                             supplier [Wikipedia]

                                                              From awareness, discovery, attraction, interaction,
                                                             purchase, use, cultivation and advocacy.
Foto: http://business-success22.blogspot.com/2007/12/best-ways-to-delight-customers.html
                                            ©2011 Innovatiecentrum Limburg – All rights reserved
                                                                                                                     29
Customer Experience and Value Proposition




              ©2011 Innovatiecentrum Limburg – All rights reserved
                                                                     30
Customer journey map:
             Opportunities for better service


                                                                                         Customer journey method =

                                                                                         Structured method to think
                                                                                         about new services
                                                                                         Visualize the flow of the
                                                                                         customer
                                                                                         Through the eyes of the
                                                                                         customer
                                                                                         Via structured brainstom
                                                                                         workshop


   From the outside in!
                                                          ©2011 Innovatiecentrum Limburg – All rights reserved
                                                                                                                      31


© Copyright Innovatiecentrum 2009 - All rights reserved
Touch points: contact points with the customer.




                                               This can be physical, emotional or informational
     Customer need




      Costs and risks f                         Which are the risks and the costs for the customer? What
      or customer                               does the customer have to loose?



     Service solution                          Current solutions.




                                                Answers to the following questions:
    Innovation                                  What can we do better or different? What needs to be
                                                added? What ideas for the future? How we can better
                                                differentiate? Hoe can we attract more customers? How can
                                                we automate processes?
                                                               ©2011 Innovatiecentrum Limburg – All rights reserved
    Customer Experience                                   (Strong) customer experiences we want to have with the touch points

© Copyright Innovatiecentrum 2009 - All rights reserved
Innovatiecentrum presents




           ©2011 Innovatiecentrum Limburg – All rights reserved
Agenda Workshop


 •   Intro: Innovation war room
 •   Strategie Canvas
 •   P/M matrix
 •   Business Model Innovation
 •   Customer Journey Mapping
 •   End




                    ©2011 Innovatiecentrum Limburg – All rights reserved
Contact us for information about posters or
facilitating your session

 Anke Albregts
 anke.albregts@innovatiecentrum.be
 Gsm 0473 59 89 03

 Bert Celis
 bert.celis@innovatiecentrum.be
 Gsm 0497 57 59 59



 www.innovatiecentrum.be



                    ©2011 Innovatiecentrum Limburg – All rights reserved

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Workshop Innovation War Room

  • 1. Innovation War Room Anke Albregts, Bert Celis, Hans Haagdorens, Bjorn Kiekens, Marc Tiri and Ann Verlinden Innovation consultants www.Innovatiecentrum.be ©2011 Innovatiecentrum Limburg – All rights reserved
  • 2. Agenda Workshop • Intro: Innovation war room • Strategie Canvas • P/M matrix • Business Model Innovation • Customer Journey Mapping ©2011 Innovatiecentrum Limburg – All rights reserved
  • 3. Agenda Workshop • Intro: Innovation war room • Strategie Canvas • P/M matrix • Business Model Innovation • Customer Journey Mapping ©2011 Innovatiecentrum Limburg – All rights reserved
  • 4. “Everyone who's ever taken a shower has an idea. It's the person who gets out of the shower, dries off and does something about it who makes a difference.” -Nolan Bushnell ©2011 Innovatiecentrum Limburg – All rights reserved
  • 5. What is Innovation?  Innovation = creation of a new or improved product, process, service or business model with economical growth as result. ©2011 Innovatiecentrum Limburg – All rights reserved
  • 6. Innovation strategy • Long term • Choosing direction • Innovation in different areas • Risky • Value proposition • Differentiate • Higher margins www.informationmanagement.com ©2011 Innovatiecentrum Limburg – All rights reserved
  • 7. ©2011 Innovatiecentrum Limburg – All rights reserved
  • 8. ©2011 Innovatiecentrum Limburg – All rights reserved
  • 9. Innovatiecentrum presents Short workshops about Innovation tools that can be used in your company to initiate/strengthen Innovation ©2011 Innovatiecentrum Limburg – All rights reserved
  • 10. Agenda Workshop • Intro: Innovation war room • Strategie Canvas • P/M matrix • Business Model Innovation • Customer Journey Mapping ©2011 Innovatiecentrum Limburg – All rights reserved
  • 11. Strategy canvas • Definition – The strategy canvas compares the company with their competitors based on critical succes factors from the customers viewpoint. • Goal – Gain insight, differentiate from competitors, make the difference for the customer • Also take a look at substitutes – For ex. restaurant – cinema ©2011 Innovatiecentrum Limburg – All rights reserved
  • 12. Strategy canvas ©2011 Innovatiecentrum Limburg – All rights reserved
  • 13. Blue Ocean Strategy ©2011 Innovatiecentrum Limburg – All rights reserved
  • 14. Blauwe Oceaan Strategie (BOS) • Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant [Hardcover] – W. Chan Kim (Author) – Renee Mauborgne (Author) ©2011 Innovatiecentrum Limburg – All rights reserved
  • 15. ©2011 Innovatiecentrum Limburg – All rights reserved
  • 16. Workshop ©2011 Innovatiecentrum Limburg – All rights reserved
  • 17. Workshop ©2011 Innovatiecentrum Limburg – All rights reserved
  • 18. Agenda Workshop • Intro : Innovation war room • Strategie Canvas • P/M matrix • Business Model Innovation • Customer Journey Mapping ©2011 Innovatiecentrum Limburg – All rights reserved
  • 19. Product-Service/Market matrix • Definition: – The product-service/market matrix gives an overview of the market segments for the different products and services. • Goal: – Insight in the relevance and profitability of a certain product or service group within a specific marketsegment. – Discover strategic options through brainstorming -> Ansoff Matrix ©2011 Innovatiecentrum Limburg – All rights reserved
  • 20. Innovatiecentrum presents ©2011 Innovatiecentrum Limburg – All rights reserved
  • 21. Agenda Workshop • Intro : Innovation war room • Strategie Canvas • P/M matrix • Business Model Innovation • Customer Journey Mapping ©2011 Innovatiecentrum Limburg – All rights reserved
  • 22. ©2011 Innovatiecentrum Limburg – All rights reserved
  • 23. Business Model Canvas (model Alex Osterwalder) ©2011 Innovatiecentrum Limburg – All rights reserved
  • 24. Innovatiecentrum presents ©2011 Innovatiecentrum Limburg – All rights reserved
  • 25. Agenda Workshop • Intro: Innovation war room • Strategie Canvas • P/M matrix • Business Model Innovation • Customer Journey Mapping ©2011 Innovatiecentrum Limburg – All rights reserved
  • 26. Do service design ©2011 Innovatiecentrum Limburg – All rights reserved Reference unknown 26
  • 27. Zoom in op uw klant en spot kansen voor nieuwe diensten  Introductie Does your customer want what you have to offer? “80% of the companies believe that they provide a superior proposition. Only 8% of the customers agree.” ©2011 Innovatiecentrum Limburg – All rights reserved 27 [Bain & Company, Closing the delivery gap, 2005] Foto: http://www.copyblogger.com/copywriting-offers/ © Copyright Innovatiecentrum 2009 - All rights reserved
  • 28. “Customers often value how they interact with their suppliers as much as or more than what they actually buy.” ©2011 Innovatiecentrum Limburg – All rights reserved 28 [Vandenbosch M. & Dawar N., MIT Sloan Management Review, 2002] 28 Foto: http://www.copyblogger.com/copywriting-offers/ © Copyright Innovatiecentrum 2009 - All rights reserved
  • 29. Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier [Wikipedia]  From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. Foto: http://business-success22.blogspot.com/2007/12/best-ways-to-delight-customers.html ©2011 Innovatiecentrum Limburg – All rights reserved 29
  • 30. Customer Experience and Value Proposition ©2011 Innovatiecentrum Limburg – All rights reserved 30
  • 31. Customer journey map: Opportunities for better service Customer journey method = Structured method to think about new services Visualize the flow of the customer Through the eyes of the customer Via structured brainstom workshop From the outside in! ©2011 Innovatiecentrum Limburg – All rights reserved 31 © Copyright Innovatiecentrum 2009 - All rights reserved
  • 32. Touch points: contact points with the customer. This can be physical, emotional or informational Customer need Costs and risks f Which are the risks and the costs for the customer? What or customer does the customer have to loose? Service solution Current solutions. Answers to the following questions: Innovation What can we do better or different? What needs to be added? What ideas for the future? How we can better differentiate? Hoe can we attract more customers? How can we automate processes? ©2011 Innovatiecentrum Limburg – All rights reserved Customer Experience (Strong) customer experiences we want to have with the touch points © Copyright Innovatiecentrum 2009 - All rights reserved
  • 33. Innovatiecentrum presents ©2011 Innovatiecentrum Limburg – All rights reserved
  • 34. Agenda Workshop • Intro: Innovation war room • Strategie Canvas • P/M matrix • Business Model Innovation • Customer Journey Mapping • End ©2011 Innovatiecentrum Limburg – All rights reserved
  • 35. Contact us for information about posters or facilitating your session Anke Albregts anke.albregts@innovatiecentrum.be Gsm 0473 59 89 03 Bert Celis bert.celis@innovatiecentrum.be Gsm 0497 57 59 59 www.innovatiecentrum.be ©2011 Innovatiecentrum Limburg – All rights reserved