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From Voices to Results - Voice of Customer Questions, Tools and Analysis
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Table of Contents

Table of Contents

  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

About the Author

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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