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

[Srbija]

From Voices to Results - Voice of Customer Questions, Tools and Analysis by Robert Coppenhaver
English | 20 Apr. 2018 | ISBN: 1783001445 | 218 Pages | AZW3/EPUB/MOBI/PDF (conv) | 24.23 MB

Make the right decisions about your products and services by listening effectively to the people that matter - your customers

Key Features
Understand the core components, processes and technologies available for a VOC initiative
Structure effective VOC programs and turn VOC into actionable product success
A handy guide to help you identify the hidden needs of your customers and strengthen your relationship with them

Book Description
This book is all about getting to know your customers - what they want and need, what they like and don't like. Voice of the Customer is one of the most popular forms of market research combining both quantitative and qualitative methods. This book shows you how to engage with customers and understand their wants and needs, likes and dislikes - something which is becoming more in more important with the rise of an increasingly connected world. The book addresses the problem of understanding your customer and engaging with those customers. It also targets people who want to know how to do an effective VOC capture and analysis. As with any engagement/research based initiative, there is also a concern with the ROI. This book shows you how to overcome this problem as well.

By the end of this book, you will have a thorough understanding of the relevant stages of a VOC project. It will show you how to devise an effective plan, direct the project to their objectives, and then show you how to collect the voice of the customer, with examples and templates for interviewing and surveying.

What you will learn
Understand different unarticulated needs of your customers
Deploy effective VOC in your organizations
Identify and understand the different tools and processes to set up a successful VOC program
Integrating your findings about your customers into successful products
Effectively utilize VOC for a successful launch of your product

Who this book is for
The book is for anyone who needs to get to know their customer, how they feel and what they think about a certain subject. If you are a stakeholder in any project responsible for customer relationships, this book will help you immensely. An awareness of VOC as a topic would be useful, although not essential.

Table of Contents
Solving Problems and Driving Value with VoC
VoC in the Product Development Process
Laying the Groundwork
Gathering the Customer Needs for Your Product
The Interview Process - Preparation
The Interview Process - The Interview
Understanding the Customer's Voice
Validating the Customer's Voice
Completing the Circle - Using the Customer's Voice in Your Organization

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