Abstract
This next phase will determine the company’s success in making the transition to a customer-driven organization. During these steps a permanent process will be set up to capture the voice of the customer and drive through a programme of continuous change.
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© 1994 Peter Donovan and Timothy Samler
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Donovan, P., Samler, T. (1994). Measuring what is important to customers. In: Delighting Customers. Springer, Dordrecht. https://doi.org/10.1007/978-94-011-1206-2_6
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DOI: https://doi.org/10.1007/978-94-011-1206-2_6
Publisher Name: Springer, Dordrecht
Print ISBN: 978-94-010-4528-5
Online ISBN: 978-94-011-1206-2
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