3
Gather Metrics for Success (Our Customer’s Perspective)
In this chapter, we will define and gather the Voice of the Customer (VOC), starting with open-ended questions. The scope needs to be narrow since open-ended inputs may diverge and take us away from our intended purpose. These questions will provide more definition about our product and how our company is perceived. Later, we will complement the information with the close-ended Kano questions.
3.1 Prepare for the Customer Interview
Prior to the customer interview, our fictitious companies have had several conversations. These talks were done ahead of time before we participated on the data gathering of the VOC. These conversations are normally made by our commercial team mainly ...
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