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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

Product type Book
Published in Apr 2018
Publisher
ISBN-13 9781783001446
Pages 218 pages
Edition 1st Edition
Languages
Concepts
Author (1):
Robert Coppenhaver Robert Coppenhaver
Profile icon Robert Coppenhaver
Toc

Table of Contents (14) Chapters close

From Voices to Results – Voice of Customer Questions, Tools, and Analysis
Credits
About the Author
Preface
1. Solving Problems and Driving Value with VoC 2. VoC in the Product Development Process 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 Epilogue

Incremental, platform, and breakthrough products


There are typically three levels of new product development categories—incremental, platform, and breakthrough products.

Incremental products require few product modifications, and the customer experience is similar to that is generated by the current market offering. Incremental products often take the form of product extensions, cost reductions, value engineering, or minor product enhancements. Breakthrough products reflect significant product and/or customer experience changes. This often takes the form of significant performance enhancements, huge cost reductions, or totally new ways of performing a set function.

Many also see a third category of product in the field of product development, referred to as platform products. These products establish a base architecture for the next generation of products and require more money and resources than incremental products, but typically not as much as breakthrough products, although this is dependent...

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