Many organizations say they put the customer at the center. Yet a large part of decisions are made based on internal structures, processes and logic. The result is often well-optimized organizations that still miss what matters most: how value is actually created for customers, users and residents.
In practice, value only arises when people use, combine and integrate different resources – services, products, information and relationships – in their own context. When organizations do not understand this, they risk building solutions that look good on the inside, but work poorly in reality.
Another way to understand innovation and development
I work with organizations that want to shift focus from internal assumptions to external reality. Based on Service-Dominant Logic, systems thinking and extensive experience from both the public sector and business, I help leaders and organizations to:
- understand the actual needs of customers and users in context
- see how value is created through resource integration over time
- make better decisions in complex and uncertain environments
- avoid internal structures and governance models getting in the way of value creation
It's not about more processes or methods – it's about asking the right questions and creating the conditions for learning, adaptation and real customer benefit.
Lectures that create perspective and direction
I lecture on why many organizations get stuck in internal perspectives, how this affects innovation and customer value – and what is required to work more based on the reality of customers and users.
The lectures are aimed at management teams, innovation environments, networks, incubators and organizations that operate in complex and changing contexts.
The content is always adapted to the context, but often revolves around:
- customer centricity beyond slogans and ambitions
- complex systems, variation and why simple solutions often fail
- service logic and how value is actually created
- What organizations need to let go of in order to develop
Conversation as a starting point
If you are curious about how these perspectives can be relevant in your context – as a lecture, conversation or inspiration – you are welcome to get in touch.
