SOLUTIONS

VOICE OF THE CUSTOMER

In THE NEW EXCELLENCE’s Voice of the Customer session, executives and managers are introduced to specific processes used to collect and make use of information from (internal and) external customers.

Overview

Through customer intelligence an organization learns to better understand the value it brings to its customers, and critical attributes that contribute to the value provided to the customers. This detailed understanding of the customers can then be used inside an organization to create an internal focus for providing the defined value through process alignment and to analyze the relationship between organizational outcomes and customer satisfaction.

This ability to pinpoint customer value can be used to influence customer buying decisions and solve customer problems. When this information is used during product development it will promote a clear competitive advantage in the design of new products and services and eliminate product failures. Leveraging
customer intelligence becomes the central focus for customer satisfaction.

Program Goal

This program is designed to introduce and apply the concepts and tools of customer intelligence, to quantify the value it brings to the business, and define critical attributes that contribute to the value provided to the customer.

Participants will analyze the relationship between organizational outcomes and customer satisfaction. The deliverables of this program will be the definition of market CTQs that are the fundamental inputs for process management, and the focus for alignment, across the enterprise.

This program integrates knowledge transfer through workshops and facilitated application of tools and techniques.

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