STEP 1 : Identifying the customer or customer group

To determine your customer group, it will help to ask yourself these questions:

• Who are the people we serve?

• Which customers benefit most from the services we offer?

• Do our customers fall naturally into two or more different groups?

• What about prospective customers -- those who currently are not using our services:

  • Who are they

  • How do we find them?

Let's continue with Step 2, Ascertaining what the customer wants.