What is our audience? What's our product??

Further thoughts on our customers needs from our database.

To define our product we have to ask the question what is our audience, who is our customer?

By defining a set of clear categories in our database, such as residential and business, and the exact type of business (industry) we can foresee their needs.
Then we should use the knowledge of our customers to understand their expectations regarding tech support. We just need to ask the right questions and document them. A way this can be done is by adding even more information about their likes, the past services that we have performed, outcomes and future projects.

Then our communications will be served in a tray, tailored to each of our customers needs. For instance, if we accurately keep track of when we installed a free antivirus software, or did a PC optimization then we should be contacting them after a year (for the AV) and six months later for a new optimization.

Every Customer should be contacted at least every 3 months, but we should look to the industry's average standards and our customers average for an estimate; that will tell us when is more likely our customer needs support. By correctly profiling our customers we are sure to know more about them and we will be on top of our competition.

This video gave me some ideas to write this article, please view it:


Two days ago I was speaking to a friend and he told me about a dealer in Canada, were he bought a car five years ago. Every subsequent year he has received a Happy B-day email from the dealer, he says if he were to buy a car again he sure go there for it. That's the power of information! We definitely need to step up and manage all that power that we have in our hands to increase revenue!

See you next week, please comment as your input will help in the development of this concept.