Defining customer-driven product development Customers no longer play a passive role but are now recognized as collaborative partners in the product development process. Today’s fast paced market and fierce competition demand that product development teams have a good understanding of customer needs. A customer-driven framework therefore emphasizes the central role that customers play in the […]
Integration of online feedback into the product/service development process Given the substantial benefits to online feedback, why are organizations slow to embrace this way of working? Perhaps they don’t have the expertise or the tools to seek online feedback and then properly integrate it into the product or service development process. Harness the power of
Customer community: Interacting online Today’s modern web 2.0 driven world is marked by a strong and abundant presence of online customer communities. These groups of like-minded individuals come together and interact online around a brand or a set of product and services. They discuss their needs, customer experiences and suggestions for product or service improvements.
What is satisfaction management? As organizations become more customer centric satisfaction management is a process that helps them to measure how well they deliver on customer requirements. Central to the idea of satisfaction management and its measurement is that strong customer relationships promote higher levels of customer satisfaction and loyalty. This in turn increases customer
What is forum software? Forum software is designed for community and collaboration. Forum software allows you to capture and share knowledge, discover new innovative ideas, discover customer support inquiries, all within a social platform. Businesses are fueled by the generated ideas discussions and suggestions that come from their customers and forum software provides a basis
Customer relations: Defined Customer relations refers to the process that a company uses to communicate, interact, connect and do business with the buyers or users of their products or services. It involves the management of communications and interactions, so that customer ideas are shared, concerns are addressed and inquires answered. Good customer relations ensure a
The importance of survey feedback One of the best ways to tap into customer ideas and gain insight from online customer communities is to simply collect feedback through surveys. Companies that want to know what their customers want, use survey feedback to collect and analyze data that can be used to improve their business processes,
Customer intelligence is more than information Wikipedia defines customer intelligence as “the process of gathering and analysing information regarding customers, their details and their activities, in order to build deeper and more effective customer relationships and improve strategic decision making.” As an integral element of any efficient Customer Relationship Management (CRM) program, customer intelligence provides
Understanding the customer lifecycle Does your organization focus on product or customer lifecycles? Do you know if your customer touch points are supporting your business goals and strategies? Are you converting prospects into loyal customers who advocate on your behalf? Every organization knows and understands how to manage the life cycles of their products or
User feedback: Business implications Before we talk about user feedback, let’s explore one important question: Are your customers the central focus of your business? If you do not operate with the fundamental belief that everything must revolve around attracting and retaining your target customers, your business will not survive today’s fiercely competitive marketplace. Reicheld &