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Commercializing Great Products with Design for Six Sigma by David W. Bacon, Randy C. Perry

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Chapter 15. Conducting Customer Interviews

As the customer interview process begins, the project commercialization team will create one or more interview sub-teams. Each of these sub-teams will be assigned to interview one or more key customers. The interview teams should be cross-functional in nature and will generally contain representatives from marketing, technology, and often manufacturing. While the sales representative for a customer may be a part of an interview team, including sales in the interview process may sometimes be awkward. There is no doubt that the sales representative is responsible for maintaining a good relationship with the customer and must be involved in arranging customer interviews. Including sales in the interview ...

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