CHAPTER 3: IDENTIFY AND SPECIFY CUSTOMER VALUE
Introduction
Providing quality services is important not only to the customer but also to the business. Providing poor quality will lead to a loss of reputation and wasteful costs rectifying the fault. In our open economies there is strong competition to attract buyers for most goods and services. Businesses also know it is more expensive to find new customers than to have existing ones return or recommend you to someone else.
The customer perspective of what represents value may be different to that of the provider, so understanding what represents their value is essential to ensure that this can be delivered and that effort is not wasted on developing products and services that do not meet these ...
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