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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

Table of Contents (14) Chapters

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

From voices to product requirements – characteristics

Whether you are writing functional requirements, non-functional requirements, business requirements, or constraints, your requirements must meet certain characteristics to be beneficial to an organization. The characteristics of good requirements are:

Attainable
Valuable
Concise
Design free
Complete
Clear, consistent, and unambiguous
Verifiable
Traceable
Measurable
Atomic
Prioritized

Attainable

I have always been a believer in pushing the development team to the very edge of their capabilities, resulting in products they did not even believe they could create. However, there is a fine line between pushing the team to the limits of their abilities and asking for the impossible, or for something the organization is not able to support with the right resources. The result will be a frustrated development team and friction between the development team and the marketing/business team.

Valuable

While this is obvious, it is also worth emphasizing that any...

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Authors (1)

Robert Coppenhaver

Robert Coppenhaver is a product management/marketing professional and is the founder of 5P Marketing, LLC. During Robert's career, he has trained marketing and product management professionals in organizations such as Honeywell, TDK-Lambda, and was adjunct faculty for Marketing in Cleveland OH. He is a proponent of using Voice of the Customer to create organizational value, and has personally been responsible for over $1B in incremental revenue in organizations deploying VoC best practices.

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