Chapter 9. Completing the Circle – Using the Customer's Voice in Your Organization


"The pathway to profitability? It lies in fully understanding the customer."

 --– Adrian Slywotsky, The Art of Profitability

In Chapter 8, Validating the Customer's Voice, we really dove into the discussion of customer satisfaction and how to measure it. In this chapter, we will discuss the various ways in which the Voice of the Customer (VoC) can affect and drive product and business decisions within your organization. We will be reviewing methods and tools that will help your team take the information gathered from your interviews and apply them to business and product issues. We will help you determine the right set of customer requirements for your product, ...

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