The channels block describes how a company reaches and claims its customer segments to deliver value. Communication, distribution and sales channels form the interface between a company and its customers. Channels are customer touch points that play an important role in the customer experience. They fulfill various functions, that can also be described in five different phases:
- After Sales
One channel can cover some or all of these phases.
Questions to ask: Through which channels would the customer segments want to be reached? How are our channels integrated? Which ones work best? Which are the most cost effective? How are the channels integrated into customer routines?