Jun 25, 2021 • 55M

275 David Duncan If you want to understand customers, think like a detective

Bill Cushard
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Helping Sells Radio is the enterprise software podcast for people who want to help customers achieve outcomes with software. We talk to technology professionals who work all over the customer journey, from marketing and sales to customer success and professional services, to unpack innovative ways people are taking a helpful approach with customers. Brought to you by ServiceRocket Media.
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David Duncan is a managing director at Innosight, where he works with leaders to create customer-centric teams, strategies, and organizations. David is a featured speaker and author on customer-centricity, innovation, and growth. He is the coauthor of two previous books, including the Wall Street Journal bestseller “Competing against luck: The story of innovation and customer choice, written with the late Harvard Business School professor Clayton Christensen. A leading authority on the theory and application of jobs to be done, David has extensive experience conducting market investigations around the world.

He just published a new book called, "The Secret lives of customers: A detective story about solving the mystery of customer behavior." As David says, imagine if everyone in your organization had the skill of being a market detective and empowered to have insightful and mutually rewarding conversations with the customers they serve. How great could your company be?

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David Duncan Innosight in Helping Sells Radio
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David Duncan Innosight on Helping Sells Radio with Bill Cushard