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From Voices to Results -  Voice of Customer Questions, Tools and Analysis

You're reading from   From Voices to Results - Voice of Customer Questions, Tools and Analysis Proven techniques for understanding and engaging with your customers

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Product type Paperback
Published in Apr 2018
Publisher
ISBN-13 9781783001446
Length 218 pages
Edition 1st Edition
Concepts
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Author (1):
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 Coppenhaver Coppenhaver
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Coppenhaver
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Toc

Table of Contents (14) Chapters Close

From Voices to Results – Voice of Customer Questions, Tools, and Analysis
Credits
About the Author
Preface
1. Solving Problems and Driving Value with VoC FREE CHAPTER 2. VoC in the Product Development Process 3. Laying the Groundwork 4. Gathering the Customer Needs for Your Product 5. The Interview Process – Preparation 6. The Interview Process – The Interview 7. Understanding the Customer's Voice 8. Validating the Customer's Voice 9. Completing the Circle – Using the Customer's Voice in Your Organization Epilogue

Summary


In this chapter, we have discussed various tools and methods to gather market, product, and organizational data to provide a more holistic view of your market and opportunity, which are as follows:

  • SWOT: An articulation of the organizations internal and external forces which aid in understanding your strengths and weaknesses in the marketplace, as well as the opportunities and potential threats you face

  • Porter's Five forces: A more focused and detailed view of the forces within a market which will have an effect on your ability to be successful

  • Growth-Share Matrix: A more detailed look at your own product portfolio and allowing you to understand those products that should be invested in, those products you should "milk", and those products you should jettison

  • Segmentation: A deeper look at your customers market with an understanding of how to identify which segments you should target for your products and research

  • Competitive Analysis: A more detailed understanding of your competition...

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