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From Voices to Results -  Voice of Customer Questions, Tools and Analysis

You're reading from   From Voices to Results - Voice of Customer Questions, Tools and Analysis Proven techniques for understanding and engaging with your customers

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Product type Paperback
Published in Apr 2018
Publisher
ISBN-13 9781783001446
Length 218 pages
Edition 1st Edition
Concepts
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Author (1):
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Robert Coppenhaver Robert Coppenhaver
Author Profile Icon Robert Coppenhaver
Robert Coppenhaver
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Table of Contents (11) Chapters Close

Preface 1. Solving Problems and Driving Value with VoC 2. VoC in the Product Development Process FREE CHAPTER 3. Laying the Groundwork 4. Gathering the Customer Needs for Your Product 5. The Interview Process – Preparation 6. The Interview Process – The Interview 7. Understanding the Customer's Voice 8. Validating the Customer's Voice 9. Completing the Circle – Using the Customer's Voice in Your Organization A. Epilogue

Growth-share matrix


Many organizations use additional analysis to evaluate their products and portfolios. A popular methodology was developed by the Boston Consulting group in the 1970s, and is also known as the BCG model. This model helps companies analyze their businesses and product lines and ranks their products on the basis of relative market share and growth rates using a 2x2 matrix as shown in the following diagram. The analysis group's products into four different categories (Cash Cows, Dogs, Questions Marks/Problem Children, and Stars) based on these variables:

Figure 3.7: Growth share matrix

Cash Cows are where a company has a high market share in a low or slow growing industry. These products typically are in a mature market and require little investment, resulting in cash generation well in excess of the amount of investment required to maintain the products. The term is derived from the concept of "milking" these products as they require little investment and yield good returns...

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