Introduction
The channels section of the Strategic choices canvas to define an integrated set of channels to support your consumption chain and other communication channels between your value proposition and external entities (customers, partners, suppliers, ecosystem players).
About channels
Channels are the interface between your value proposition and customers. Channels play an important role in the customer experience. Channels enable your consumption chain by:
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Promoting awareness among customers about your brand, products, and services
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Helping customers evaluate your Value Proposition including offerings
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Allowing customers to purchase specific products and services
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Providing post-purchase customer setup, installation, and support
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Providing opportunities to upgrade or augment the value proposition with additional offers
Role of channels in strategy
Finding the right mix of Channels to satisfy both:
how customers want to be reached and;
the operating model of your business
is essential in bringing a Value Proposition to market.
For example, a business in the wholesale or manufacturing vertical stage of integration, will likely rely on distribution channels through intermediaries e.g., retailers. The value proposition needs to be valuable to both
intermediary channels and
customers of the intermediary channels
Inability to provide value to the operators of the distribution channels, may result in them refusing to be a channel and cutting the business off from the market or reducing its ability to get its value proposition to the market.
The supplier business will need capabilities tailored to support productive
relationships with the intermediaries, including understanding and meeting
their needs along with the intermediaries end consumer needs.
Alternatively, if your business is direct to consumer then your channels for
awareness, education, sales, distribution, support will be a different configuration.
There can be multiple channels for sales including Partner channels (where Partners sell your offering to their customers), Inside sales, direct sales force following up on marketing leads, event channels via trade shows, websites, web stores etc.
It can be helpful to:
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group your connection points between your value proposition / consumption chain and the external environment including
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define the purpose, objectives, success measures of those connection points and then
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add the channels to connection points / consumption chain
For each Channel that you link to your Unique value proposition, you can go into also manage as an business entity including its purpose, objectives, success measures etc.
You can create a channel canvas directly from the Strategic choices canvas or the side menu.
Visit the Channels section of How we succeed in the Strategic choices canvas.
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Click the Add icon
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Complete the title and description in the dialog that appears
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Then use the link icon to add that channel to your Channels section of the Strategic choices canvas.