6 Measuring Customer Satisfaction and Value
IDENTIFYING AND CLASSIFYING CUSTOMERS
Not everybody wants the same things. Customers may all want the basics: good quality at a fair price. Beyond that, there are many differences in what individual customers want and expect from the products and services they buy. An important first step in becoming a customer-focused organization is to do a good job of segmenting customers and determining the needs and desires of each group of customers. For example, Northrop Grumman segments its customers according to whether they are government or commercial, and then further segments customers within these two groups to identify their unique needs and desires.
What’s important about the method you use to ...
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