Identify the key needs and expectations of current customers
Rethinking the notion of watch customers

Consult, listen to and observe customers in all circumstances, at all levels of the organization, and review the following questions:

• what are their needs, their ideal expectations, their knowledge, their uses and practices, their difficulties and sometimes their fears with regard to monitoring?

• for what purposes do they need to keep watch today, or do they keep watch themselves?

• what exactly do they do with the information they obtain?

• what do they think of the intelligence made available...