Acquiring, Processing, and Deploying Voice of the Customer

By M. Larry Shillito

Book Overview

This book presents a step-by-step template for integrating VOC into the fuzzy front end of the commercialization process. It demonstrates how product development teams can get an early focus and stay on course during the commercialization process, and it provides a set of breakthrough tools that may be used to obtain and deploy VOC. The most comprehensive VOC guide available, Acquiring, Processing, and Deploying Voice of the Customer provides the techniques required to shape a product or service so that their elements balance customer and company needs while being affordable to both. It describes qualitative and quantitative processes integrated into a system to determine the customer's wants and how to meet them.

• Format: Hardcover
• Language: English
• ISBN: 1574442902
• ISBN13: 9781574442908
• Release Date: September 2000
• Publisher: CRC Press
• Length: 296 Pages
• Weight: 1.21 lbs.
• Dimensions: 0.8" x 6.5" x 9.6"