Adrian Reed

Adrian Reed

Principal Consultant/Business Analyst @ Blackmetric

Systems Thinking: A Crucial Skill for deeper customer understanding

It has often been said that we live in an increasingly volatile, complex and ambiguous world where customers are demanding more and more from us.   The external business environment is complex and fast-moving, yet often our stakeholders are blindsided by ‘silver-bullet’ solutions that assume a neat linear relationship between cause and effect.

In reality, things are rarely neat and linear. More often we’ll find that situations are devilishly difficult, requiring us to understand and engage with a whole range of messy interconnected issues, customers, stakeholders and perspectives.  It is easy (but fatal) to lose sight of the ‘voice of the customer’!