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 … Continue Reading
Online feedback: Customer participation
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 … Continue Reading
Customer community: Best practices
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 … Continue Reading
Satisfaction Management Strategies
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 … Continue Reading
Forum Software and Social Collaboration
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 … Continue Reading
Customer Relations: Improving the customer experience
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 … Continue Reading
Survey feedback: Benefits and challenges
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 … Continue Reading
Customer Intelligence: Understanding your customers
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.” … Continue Reading
Customer Lifecycle Management
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? … Continue Reading
User feedback: Are you paying attention?
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 … Continue Reading