2. Key Partners Who will actually deliver your offer? Who are your stakeholders? Do you have any suppliers, what are you relying on for efficient delivery? Can you collaborate or piggyback? Who has done this before and could offer advice? Key Activities What are you providing? How will it be delivered (on- site, online, workbooks, training ) What needs to be managed ‘behind the scenes’ to allow you to deliver (invoicing, staff training or new working patterns) Key Resources Do you have the capacity to deliver? Tangible Resources? Hardware, books, in-person, licence Non-tangible Resources – knowledge, experience, relationships Budget Value Proposition What added value or benefit(s) do you deliver to customers? Why would someone choose you over a competitor? What is the core purpose of your team / what outcomes are you trying to achieve? The value prop is not a slogan, but is a promise of value to be delivered. Cost Structure What is your cost position / motivation – ROI, breakeven, surplus to offset other activities? What will you charge for your key activities? Has your cost base changed? What is your market willing to pay / What are competitors charging? Revenue Streams How will you expect customers to pay? (Online self-service, telephone, invoice, card) Do you, or should you offer subscription fees? Are you charging for activities individually? Will you have opportunity to cross-sell? Can you advertise other products on the back of your activities?

3. Customer Segments Do you differentiate your product(s) or message for different customer groups? Have you consider which customers share similarities in terms of demographics, behaviours, and motivation? Similarly, can you identify how these will change for different customer groups? Who will benefit most from your service? Who are your most valued customers? Channels How do you, and how will you interact with customers? Traditional – Phone, face to face, hardcopy publishing, paper advertising. Digital – Newsletters, email campaigns, own and partner websites, social media Which do they react to best? What is cost effective? How do customers actually purchase from you? Customer Relationships Who are your customers and who do you have relationships with? Do you have high levels of customer retention? Do they prefer face to face, email, phone? Do you have a feedback loop? Where are your customer touchpoints? Who are your stakeholders, and how will you keep them informed and engaged? What are your customer’s expectations?