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What we are saying is 1) there are a series of steps that an individual goes through around the sourcing, use and ultimately finishing a relationship with a product or service. (For these purposes we are assuming a relationship where at the product/ service is significant or complex enough to merit such consideration; although the same principles apply, more lightly where the product/ service is less complex or significant). The top level steps are as below.
Then 2) there are a similar/ inverse set of steps being taken in parallel by the organisations seeking to provide or having provided this product or service to the individual.
Then the two come together as below. One would like to think that convergence would all happen very smoothly; but we know that is not the case.
The high level issues that prevent the above processes all running smoothly are:
One way through that in-efficiency that we are working on now is ‘Intentcasting’; that is to say individual equivalents of the formal and reasonably-efficient ‘Requests for Information’ (RFI), Requests for Proposals (RFP), Requests for Quotes (RFQ) that have existed in B2B markets for many years. It may be that individuals also need Requests for Offers (RFO); but more on that in a follow-up post.
Intentcasting will likely require extension of the Customer-Supplier Engagement Framework as below.