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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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Toc

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

Porter's five-forces


In business, your ability to make a good profit is dependent on your position within the market. As an example, do you have competitors offering similar products; is it easy for people to enter a market when they see you are making a profit? Can customers bully you into lowering your prices? If you don't think about your position in the market, it is very easy to spend a great amount of time and yet still struggle to stay ahead.

This is where a tool like Porters Five forces can be used in your business. The tool was created to help us understand who has the most power in a market situation and was developed by Michael Porter in reaction to the SWOT analysis, which he considered un-rigorous and ad hoc. The tool can also illuminate whether a product or service is likely to be profitable in a given market. Much like the SWOT analysis presented previously, this tool helps to illuminate market dynamics which provide a robust foundation to your organizations VoC initiative...

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