Published by:
Indiana University
Length: 8 pages
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https://casecent.re/p/40763
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Abstract
Quality award-winning firms use seven key activities that dramatically improve the contribution of customer value and satisfaction (CVS) data. Although CVS as a management process cannot be reduced to just these seven keys, the goal here is to help firms focus on the most important applications and elements of CVS programs. A research study was undertaken to examine these leading-edge firms and find out how they apply their best practices: a customer-focused culture; executive support, persistence, and intensity; a set of customer listening tools; training, training, and more training; linking performance measures; identifying improvement opportunities; and evaluating and rewarding CVS performance.
About
Abstract
Quality award-winning firms use seven key activities that dramatically improve the contribution of customer value and satisfaction (CVS) data. Although CVS as a management process cannot be reduced to just these seven keys, the goal here is to help firms focus on the most important applications and elements of CVS programs. A research study was undertaken to examine these leading-edge firms and find out how they apply their best practices: a customer-focused culture; executive support, persistence, and intensity; a set of customer listening tools; training, training, and more training; linking performance measures; identifying improvement opportunities; and evaluating and rewarding CVS performance.