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Reality #11 👥 Customer Pillar
Value-First Customer
"Breaking Free from the B2B Processing Trap"
Counters: B2B Trap
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Core Principle
Design around natural human value creation patterns, not internal processes.
The Shift
✕ FROM
Process-centric (customers adapt to our systems)
✓ TO
Customer-centric (systems adapt to customer reality)
Key Practices
1
Map natural human journeys, not internal handoffs
2
Design experiences for customer success, not operational efficiency
3
Recognize B2B purchases involve human beings, not business entities
4
Align internal processes with customer value creation