But a consultant told us we need to manage our clients and not service them.

Done. Last page has Bowman's clients from the U.S.

Two of his portfolio managers had taken on a new client.

By now, you're intimately familiar with the business model canvass.

And in value proposition, the goal of this is to find out that minimum viable product.

So on day one, these were their initial hypothesis coming into the class.

In customer relationships all the get keep grow metrics, some of which we talked about, some of which you'll discover, what were the customer acquistion costs?

Now if you remember we started here on the left. We didn't earn and paid media.

Oh, God. One of these days I'm gonna just sort through all the Dad stuff.

It's a double helix.

One might be the dominant player. The best example of this in the computer industry was Intel.

Now we finally come to the last part of the business model canvas.

Where on the other extreme, the complexity of selling toner over the web. Incredibly simple.

Instead of pricing based on cost,

Many companies have huge databases of customer information.

So in the last lecture, you remember the business model canvas, all the 9 components of a startup.

They could tell you that I want bigger, faster, cheaper status quo.

You cater an event where the cost to you was 200

I have no idea where my husband is.

So in our last lectures we talked about value proposition, customer segments, distribution channels, customer relationships get, keeping and growing customers.

You're trying to tell me that Control was personally directing and operating the head of counterespionage in the Abteilung without the knowledge of the Berlin station?

As was simulated, the value proposition includes all the features of your product but also the pains and gains you're solving for the customer segment and that's where the market goes.

Because no one, and that was a constant problem...

It's a big idea.

Apple is one of the few, truly cares.

That's your job as the facilitator and coach.

We've got customers.

Who do you do that for?

Defense department's largest contractor.

He's not the client.

I'm flying a crew out to take control of the ship.

So one of the interesting equations for every startup is that

That was the customer acquisition cost, CAC, here.

Another key component of understanding customers is understanding customer gains, which is a fancy way for saying what are the benefits that customers expect, or desires, so besides the jobs they want to get done what do they want to gain by using your product or service?

Even though on day 1 you're not thinking about keeping customers because you're desperately worried about getting them, just understand the next thing you're going to be doing is worrying about how to keep your most valuable customer.

I mean how do they hear of our products, how do they know about you, and as we'll see later one of the interesting things is there are some customers that are users like in Google

What's most important to us when we make a video is what the customer sees.

We will take it to the potential customers.

Next, they got out of the building again.

What we now know is that the founders need to run what's called the customer development team.

Here's your client list.

This is what I called the you should be so lucky to have this problem part of the funnel, and that's how you grow the customers you have.

Customer service meant actually talking to the people who came into your shop.

And our product fits right here and here's why, etc.

I want them to either pay for the product or sign up for something and become a user.