Appendix – customer buying process

The following flowcharts are intended as a checklist or prompt when reflecting on your knowledge management processes, roles and technology.

Figure A.1 is about recognising what your customers' needs might be.

Figure A.2 is about your potential customers searching for information.

Figure A.3 is about how the potential customer may review potential alternatives to your principal offer.

Figure A.4 is about the actual purchasing process itself.

Figure A.5, the final checklist/flowchart, covers the post-purchase situation and the need to avoid a buyer remorse situation arising.