LEADER 03869nam 2200433 450 001 9910794621003321 005 20200520144314.0 035 $a(CKB)4110000000007745 035 $a(CaSebORM)9781783001446 035 $a(MiAaPQ)EBC5371696 035 $a(Au-PeEL)EBL5371696 035 $a(CaPaEBR)ebr11551901 035 $a(OCoLC)1034623227 035 $a(EXLCZ)994110000000007745 100 $a20180605d2018 uy 0 101 0 $aeng 135 $aurcn####||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aFrom voices to results-voice of customer questions, tools and analysis $eproven techniques for understanding and engaging with your customers /$fRobert Coppenhaver 205 $a1st edition 210 1$aBirmingham ;$aMumbai :$cPackt Publishing,$d2018. 215 $a1 online resource (218 pages) 311 $a1-78300-144-5 330 $aMake the right decisions about your products and services by listening effectively to the people that matter ? your customers About This Book Understand the core components, processes and technologies available for a VOC initiative Structure effective VOC programs and turn VOC into actionable product success A handy guide to help you identify the hidden needs of your customers and strengthen your relationship with them Who This Book Is For The book is for anyone who needs to get to know their customer, how they feel and what they think about a certain subject. If you are a stakeholder in any project responsible for customer relationships, this book will help you immensely. An awareness of VOC as a topic would be useful, although not essential. What You Will Learn Understand different unarticulated needs of your customers Deploy effective VOC in your organizations Identify and understand the different tools and processes to set up a successful VOC program Integrating your findings about your customers into successful products Effectively utilize VOC for a successful launch of your product In Detail 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 ? something which is becoming more in more important with the rise of an increasingly connected world. The book addresses the problem of understanding your customer and engaging with those customers. It also targets people who want to know how to do an effective VOC capture and analysis. As with any engagement/research based initiative, there is also a concern with the ROI. This book shows you how to overcome this problem as well. By the end of this book, you will have a thorough understanding of the relevant stages of a VOC project. It will show you how to devise an effective plan, direct the project to their objectives, and then show you how to collect the voice of the customer, with examples and templates for interviewing and surveying. Style and approach This book is a perfect blend of concepts and real-world use-cases which will help the businesses understand and therefore serve the customers better. Written in a very engaging manner, this book ensures you are able to grasp the theory and apply it in your ... 606 $aCustomer relations$xManagement 606 $aCustomer loyalty 615 0$aCustomer relations$xManagement. 615 0$aCustomer loyalty. 676 $a658.812 700 $aCoppenhaver$b Robert$01551499 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910794621003321 996 $aFrom voices to results-voice of customer questions, tools and analysis$93811035 997 $aUNINA