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Keeping Score
book

Keeping Score

by Mark Graham Brown
May 2020
Beginner content levelBeginner
224 pages
5h 5m
English
Productivity Press
Content preview from Keeping Score

6 Measuring Customer Satisfaction and Value

IDENTIFYING AND CLASSIFYING CUSTOMERS

Not everybody wants the same things. Customers may all want the basics: good quality at a fair price. Beyond that, there are many differences in what individual customers want and expect from the products and services they buy. An important first step in becoming a customer-focused organization is to do a good job of segmenting customers and determining the needs and desires of each group of customers. For example, Northrop Grumman segments its customers according to whether they are government or commercial, and then further segments customers within these two groups to identify their unique needs and desires.

What’s important about the method you use to ...

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Publisher Resources

ISBN: 9781439886854