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From Voices to Results - Voice of Customer Questions, Tools and Analysis : Proven techniques for understanding and engaging with your customers.
Chapter 5: The Interview Process - Preparation; The plan; Visit purpose; Segmenting the market; Who is the customer and selecting the right customers to visit; Who are you going to interview?; How many customers must I interview?; Where should I interview my customers?; At your place of business; At...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Birmingham :
Packt Publishing,
2018.
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| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 082 | 0 | 4 | |a 658.812 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Coppenhaver, Robert. | |
| 245 | 1 | 0 | |a From Voices to Results - Voice of Customer Questions, Tools and Analysis : |b Proven techniques for understanding and engaging with your customers. |
| 260 | |a Birmingham : |b Packt Publishing, |c 2018. | ||
| 300 | |a 1 online resource (218 pages) | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 588 | 0 | |a Print version record. | |
| 505 | 0 | |a Cover; Copyright; Credits; About the Author; Table of Contents; Preface; Chapter 1: Solving Problems and Driving Value with VoC; Built to fail?; The fifth ""P; Customer input; Defining VoC; Being customer-focused; Customer knowledge; Summary; Chapter 2: VoC in the Product Development Process; Where does VoC fit in the product development process?; Incremental, platform, and breakthrough products; New product development; Stage 1 -- Ideation; Gate 1; Stage 2 -- Concept; Gate 2; Stage 3 -- Detailed assessment; Stage 4 -- Development; Stage 5 -- Test (and Readiness); Stage 6 -- Sales. | |
| 505 | 8 | |a Stage 7 -- Post-MortemWho's responsible?; Summary; Chapter 3: Laying the Groundwork; The SWOT process; Porter's five-forces; Growth-share matrix; Customer segmentation; How to segment a market; Competitive analysis; Summary; Chapter 4: Gathering the Customer Needs for Your Product; Evolutionary versus revolutionary; Discovery phase; Definition phase; Evaluation phase; Idea management and VoC; Customer visit interviews; Surveys; Mail surveys; In-person surveys; Phone surveys; Email/mobile surveys; Constructing your survey; Focus groups; Lead user analysis; Ethnography; Other VoC methods. | |
| 520 | |a Chapter 5: The Interview Process - Preparation; The plan; Visit purpose; Segmenting the market; Who is the customer and selecting the right customers to visit; Who are you going to interview?; How many customers must I interview?; Where should I interview my customers?; At your place of business; At a neutral location; At the customer's place of business; The interview team; Customer's visiting process and buy-in; The interview guide; Scheduling interviews; Summary; Chapter 6: The Interview Process - The Interview; The VoCMOT; Review logistics; The key to a successful VoC - robust data. | ||
| 505 | 8 | |a Audio recording and transcriptionsVideo recording; Interview roles and responsibilities; Moderator role and responsibility; Listener/note taker responsibility; Observer; Interview introduction; Moderator tips; Ladder of abstraction; The five whys; Note taker tips; Don'ts for the interview; Observational VoC; Practicing the interview; Perfecting the interview; Concept testing; Following up; Summary; Chapter 7: Understanding the Customer's Voice; Consolidating the customer's voice; Prioritizing the customer's voice; From voices into customer requirements. | |
| 505 | 8 | |a Sorting and prioritizing the customer's requirementsSummary; Chapter 8: Validating the Customer's Voice; Linkert scale; Kano model; Using the Kano model as part of your VoC process -- Kano questionnaire; Using the Kano model as part of your VoC process -- Kano analysis; Summary; Chapter 9: Completing the Circle -- Using the Customer's Voice in Your Organization; From voices to product requirements -- types; From voices to product requirements -- characteristics; Attainable; Valuable; Concise; Design free; Complete; Clear, consistent, and unambiguous; Verifiable; Traceable; Measurable; Atomic. | |
| 500 | |a Prioritized. | ||
| 520 | |a This book is all about getting to know your customers - what they want and need, what they like and don't like. Voice of the Customer is one of the most popular forms of market research combining both quantitative and qualitative methods. This book shows you how to engage with customers and understand their wants and needs, likes and dislikes ... | ||
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 650 | 0 | |a Consumer satisfaction. | |
| 650 | 0 | |a Marketing research. | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 6 | |a Marketing |x Recherche. | |
| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Marketing research |2 fast | |
| 758 | |i has work: |a From Voices to Results - Voice of Customer Questions, Tools and Analysis (Text) |1 https://id.oclc.org/worldcat/entity/E39PCXkFrkQ6TWpTr9PxF9mx8P |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version: |a Coppenhaver, Robert. |t From Voices to Results - Voice of Customer Questions, Tools and Analysis : Proven techniques for understanding and engaging with your customers. |d Birmingham : Packt Publishing, ©2018 |
| 856 | 4 | 0 | |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=5371696 |z Texto completo |
| 938 | |a Askews and Holts Library Services |b ASKH |n BDZ0036672629 | ||
| 938 | |a EBL - Ebook Library |b EBLB |n EBL5371696 | ||
| 994 | |a 92 |b IZTAP | ||