5. PRODUCT
(FEATURES)
TARGET VALUE PAIN QUESTIONS
CUSTOMER
EXAMPLE
ELECTRONIC HEALTHCARE RECORDS (EHR) SOFTWARE
DIFFERENTIATION TARGET VALUE PAIN QUESTIONS
CUSTOMER
EXAMPLE
BENEFITS
• Easier and quicker to access patient
information
• Streamline administrative processes and
patient care
• Improve the quality of care
• Decrease patient no shows
• Streamline billing processes to get paid
faster
• Share information with other
providers/facilities Improve profitability for
the practice
PAIN POINTS
• Not able to easily and quickly access
patient information
• Administration is more expensive with
paper records
• Quality of care could be improved with
electronic records
• Patient no-shows are costly to profitability
• Manual processes slow down billing and
getting paid
• Difficult to communicate with other
providers/facilities
• Profitability is easily impacted by
inefficiencies
PAIN QUESTIONS
• How easy is it for you to quickly access
patient information?
• How much of a priority is it to make
processes more efficient?
• How do you feel about using paper
records?
• How concerned are you about patient no-
shows?
• How helpful would it be to get paid faster?
• How difficult is it to communicate with other
providers/facilities?
• How much of a priority is it to improve
profitability?
CURRENT STATE
QUESTIONS
• Are you using any type of EHR software
today?
• Who are you currently using for EHR
software?
• What processes are still using manual and
using paper documents?
• Who in the organization is responsible for
systems and processes?
• When does your current agreement with
your provider expire?
• How many facilities do you have?
• How many employees do you have?
• What is your current patient no-show rate?
• When was the last time you looked at
improving this area?
8. VALUE
POINTS
PAIN POINTS
PAIN
QUESTIONS
CURRENT
STATE
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
Reason for the call is that we help business owners to:
• Easier and quicker to access patient information
• Streamline administrative processes and patient care
• Improve the quality of care
• Decrease patient no shows
• Streamline billing processes to get paid faster
• Share information with other providers/facilities Improve profitability for the practice
But I am not sure if you are needing to improve those areas is why I am reaching out.
9. If I could ask you real quick:
• How easy is it for you to quickly access patient information?
• How much of a priority is it to make processes more efficient?
• How do you feel about using paper records?
• How concerned are you about patient no-shows?
• How helpful would it be to get paid faster?
• How difficult is it to communicate with other providers/facilities?
• How much of a priority is it to improve profitability?
VALUE
POINTS
PAIN POINTS
PAIN
QUESTIONS
CURRENT
STATE
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
10. • Are you using any type of EHR software today?
• Who are you currently using for EHR software?
• What processes are still using manual and using paper documents?
• Who in the organization is responsible for systems and processes?
• When does your current agreement with your provider expire?
• How many facilities do you have?
• How many employees do you have?
• What is your current patient no-show rate?
• When was the last time you looked at improving this area?
VALUE
POINTS
PAIN POINTS
PAIN
QUESTIONS
CURRENT
STATE
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
11. A lot of businesses I talk to are concerned about:
• Not able to easily and quickly access patient information
• Administration is more expensive with paper records
• Quality of care could be improved with electronic records
• Patient no-shows are costly to profitability
• Manual processes slow down billing and getting paid
• Difficult to communicate with other providers/facilities
• Profitability is easily impacted by inefficiencies
Are you concerned about any of those areas?
VALUE
POINTS
PAIN POINTS
PAIN
QUESTIONS
CURRENT
STATE
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
13. • Decrease EHR headaches and issues
• Decrease time spent working in the software
• Improve coordination with other facilities and providers
• Decrease lost revenue and expenses
• Communicates better with other facilities and providers
• Better at capturing lost revenue and expenses
• Quicker to enter and access information
• Easier to use and set up
DIFFERENTIATION TARGET
LONG-TERM HEALTHCARE PROVIDERS
• Make something work
better
• Make something easier
• Decrease time
• Increase revenue
• Decrease costs
• Decrease risk
• Improve visibility
VALUE
IMPROVEMENTS
DIFFERENTIATION
14. IMPROVEMENTS CHALLENGES/CONCERNS
DIFFERENTIATION TARGET VALUE PAIN
LONG-TERM HEALTHCARE PROVIDERS
• What is the opposite of the
improvement?
• What problem goes away
with the improvement?
• What problem starts to
happen if this improvement
is not provided?
• Decrease EHR headaches and issues
• Decrease time spent working in the software
• Improve coordination with other facilities and providers
• Decrease lost revenue and expenses
• EHR software is slow and difficult to use
• Frequent EHR issues and headaches
• EHR does not connect with other providers/facilities
• Not able to see lost revenue and expenses
15. CHALLENGES/CONCERNS
• How often do you have issues or headaches with the current EHR system?
• How do you feel about the ease of use of the current system?
PAIN QUESTIONS
• How important is it for you to connect your system to other facilities or
providers?
DIFFERENTIATION TARGET VALUE PAIN QUESTIONS
• How important is it to be able to see lost revenue and expenses?
• Frequent EHR issues and headaches
• EHR software is slow and difficult to use
• EHR does not connect with other providers/facilities
• Not able to see lost revenue and expenses
18. VALUE
POINTS
PAIN POINTS
CURRENT
STATE
QUESTIONS
PAIN
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
Reason for the call is that we help long-term healthcare providers to:
• Easier and quicker to access patient information
• Streamline administrative processes and patient care
• Improve the quality of care
• Decrease patient no shows
• Streamline billing processes to get paid faster
• Share information with other providers/facilities Improve profitability for the practice
But I am not sure if you are needing to improve those areas is why I am reaching out.
VALUE
POINTS
PAIN POINTS
PAIN
QUESTIONS
CURRENT
STATE
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
19. • Are you using any type of EHR software today?
• Who are you currently using for EHR software?
• What processes are still using manual and using paper documents?
• Who in the organization is responsible for systems and processes?
• When does your current agreement with your provider expire?
• How many facilities do you have?
• How many employees do you have?
• What is your current patient no-show rate?
• When was the last time you looked at improving this area?
VALUE
POINTS
PAIN POINTS
CURRENT
STATE
QUESTIONS
PAIN
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
VALUE
POINTS
PAIN POINTS
PAIN
QUESTIONS
CURRENT
STATE
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
20. VALUE
POINTS
PAIN POINTS
CURRENT
STATE
QUESTIONS
PAIN
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
Well that is why I am reaching out because we help long-term healthcare providers that
are already using an EHR system to:
• Decrease EHR headaches and issues
• Decrease time spent working in the software
• Improve coordination with other facilities and providers
• Decrease lost revenue and expenses
But I am not sure if you are needing to improve those areas is why I am reaching out.
VALUE
POINTS
PAIN POINTS
PAIN
QUESTIONS
CURRENT
STATE
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
21. VALUE
POINTS
PAIN POINTS
CURRENT
STATE
QUESTIONS
PAIN
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
• How often do you have issues or headaches with the current EHR system?
• How do you feel about the ease of use of the current system?
• How important is it for you to connect your system to other facilities or providers?
• How important is it to be able to see lost revenue and expenses?
VALUE
POINTS
PAIN POINTS
PAIN
QUESTIONS
CURRENT
STATE
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
23. VALUE
POINTS
PAIN POINTS
CURRENT
STATE
QUESTIONS
PAIN
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
A lot of long-term healthcare providers we work with are concerned about:
• Frequent EHR issues and headaches
• EHR software is slow and difficult to use
• EHR does not connect with other providers/facilities
• Not able to see lost revenue and expenses
Are you concerned about any of those areas?
VALUE
POINTS
PAIN POINTS
PAIN
QUESTIONS
CURRENT
STATE
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
24. VALUE
POINTS
PAIN POINTS
CURRENT
STATE
QUESTIONS
PAIN
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
Based on what you have shared, it might make sense to talk more because as I
mentioned, I am with [Company] and we provide an EHR software platform and it differs
from what you have in a few key ways:
• Easier to use and set up
• Quicker to enter and access information
• Communicates better with other facilities and providers
• Better at capturing lost revenue and expenses
VALUE
POINTS
PAIN POINTS
PAIN
QUESTIONS
CURRENT
STATE
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
25. VALUE
POINTS
PAIN POINTS
CURRENT
STATE
QUESTIONS
PAIN
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
• We worked with a long-term healthcare provider and they were not able to connect
their system with other sites.
• We helped to solve that by implementing our EHR software platform.
• This not only connect all of their facilities on the same system, but ultimately they
were able decrease areas were profits and expenses were being lost.
Key: Customer | Pain Point | Product sold | Value Point
VALUE
POINTS
PAIN POINTS
PAIN
QUESTIONS
CURRENT
STATE
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
26. VALUE
POINTS
PAIN POINTS
CURRENT
STATE
QUESTIONS
PAIN
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE
But I have called you out of the blue and I am not sure if this is the best time to discuss
this.
Are you available for a brief 15 to 20-minute call where I can share some examples of
how we have helped long-term healthcare providers to:
• Decrease EHR headaches and issues
• Decrease time spent working in the software
• Improve coordination with other facilities and providers
• Decrease lost revenue and expenses
Are you available on Tuesday or Thursday morning? Or are you available to continue
talking about this now?
VALUE
POINTS
PAIN POINTS
PAIN
QUESTIONS
CURRENT
STATE
QUESTIONS
CUSTOMER
EXAMPLE
PRODUCT
OPEN
CLOSE