Move from Product to Customer Centric (PDF, 985 KB)
”Customer centricity” is about listening to your customers, with a focus on collecting, understanding and acting on customer feedback and providing tools for easy access to this information.

Don’t Measure Customer Satisfaction (PDF, 91 KB)
Customer perceived value is a better alternative to traditional customer satisfaction measurements.

Linking Customer Satisfaction to Product Design: A Key to Success for Volvo (PDF, 88 KB)
A framework for bridging the quality-satisfaction gap at Volvo integrates quality-function deployment and customer-satisfaction modeling.

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