Listening to the Voice of the Market: How to Increase Market Share and Satisfy Current Customers (Hardcover)

Defining the VOMCustomers or Markets?The Product/Market MatrixIdentifying Which Voice to Listen toCustomer Value versus Customer SatisfactionHow To ListenCollecting the VOMQuestionnaire BasicsBuilding the VOM Architecture Modeling Market ValueUnderstanding Your Competitive Value PropositionLoyalty and Vulnerability AnalysesHow to Use the VOMDriving Competitive Planning with the VOMIdentifying SS Projects with the VOMMonitoring Change Effectiveness with the VOMManaging Your Net Promoter Score with the VOM