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The ultimate success of a business is dependent on its ability to align both internal and external processes to deliver good value to the customer. While many companies claim to do just that, all too often it really isn't happening -- usually because customer perception data has not been gathered at all, or has been gathered incorrectly or unintentionally biased by the researchers. Even when data is correctly gathered, some companies fail to reap the benefits of the research, either through lack of process implementation, or a failure to quantify results in the dollar terms management is looking for.
In viewing this video, you will learn how to set goals and strategic directions, and implement change, based on your customers' input.
Table of Contents
Goals and Objectives
Capturing the Voice of the Customer and Research Design
Designing the Questionnaire
Communicating and Using the Data
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