Analysis of the customer needs, requirements and expectations can vary significantly depending on the industry, country, maturity of the market, type of organization (service oriented, manufacturing, etc.), company culture and a lot of other elements. The methods for analysis can include market research, trends analysis, analyzing CRM information, analyzing complaints, and so on.
For some industries, more proximate analyses are possible like direct meetings with the client, sales force information, conducting client assessment, customization of contracts by the clients, etc. The important thing to have in mind when doing this analysis is that there can be significant differences between what clients need, what they are requesting, and what they expect.
The results from the customer needs analysis can be used for marketing purposes as well, and help you determine market trends and gather business intelligence for new products/services. Focusing on clients’ needs and expectations contributes to the development of a customer-focused organization, which ultimately contributes to enhancing customer satisfaction and customer loyalty.
Managing client expectations
In QMS Certification the first element is to deliver consistent services/products to your client that will fulfill their requirements, which is the main and more tangible expectation. The second element is to deal with the intangible expectations of the clients. CGMP Certification
ReplyDeleteAnalyzing customer requirements and expectations.
Analysis of the customer needs, requirements and expectations can vary significantly depending on the industry, country, maturity of the market, type of organization (service oriented, manufacturing, etc.), company culture and a lot of other elements. The methods for analysis can include market research, trends analysis, analyzing CRM information, analyzing complaints, and so on.
For some industries, more proximate analyses are possible like direct meetings with the client, sales force information, conducting client assessment, customization of contracts by the clients, etc. The important thing to have in mind when doing this analysis is that there can be significant differences between what clients need, what they are requesting, and what they expect.
The results from the customer needs analysis can be used for marketing purposes as well, and help you determine market trends and gather business intelligence for new products/services. Focusing on clients’ needs and expectations contributes to the development of a customer-focused organization, which ultimately contributes to enhancing customer satisfaction and customer loyalty.
Managing client expectations
In QMS Certification the first element is to deliver consistent services/products to your client that will fulfill their requirements, which is the main and more tangible expectation. The second element is to deal with the intangible expectations of the clients.
CGMP Certification