11 REFERENCE SITES: REAL CUSTOMER FEEDBACK
‘Only a fool learns from his own mistakes. The wise man learns from the mistakes of others.’
Otto von Bismarck (1815–1898)
11.1 WHAT YOU CAN LEARN FROM THIS CHAPTER
- Understand the realistic objectives for the reference site phase, which might be different from your first thoughts.
- Recognise the tools and techniques for taking up reference sites.
11.2 OVERVIEW
11.2.1 The value of reference sites
Reference sites collect important information, but sometimes also ‘soft information’ (Wiebe, 2010).
- This helps protect your organisation from an ill-informed final selection decision.
- It usually cannot ...
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