rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Voice of the customer
    sub title: how to use client interviews to understand B2B client experiences, identify business risks, and spot opportunities
  name:
    name part: Thum, Stephanie
    role:
      role term: creator
    role:
      role term: author.
  type of resource: text
  genre: Electronic books.
  genre: Case studies
  origin info:
    place:
      place term: enk
    date issued: 2023
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: remote
    extent: 1 online resource.
  abstract: For decades, some executives as part of the normal course of business have viewed customers as a source of business risk. The easiest risk to understand is the ever-present risk of client loss. However, other customer-oriented risks loom as well. Shoplifting, fraud, contract breaches and credit risk, for example, can take center stage and create an "us versus them" attitude between company executives and customers. But what if the lens could be flipped? What if customers could help companies identify operational risks and help them avoid making expensive, duplicative, or embarrassing mistakes? Voice of the customer and customer feedback collection practices, staples of customer experience as a business discipline (Customer Experience Professionals Association, n.d.), can support this work.In the business-to-business world, including law and accounting firm contexts, for example, customers are typically referred to as clients. This case outlines how Jennifer Benson (fictional name), a client experience manager at Treetop Law Firm (fictional name), collected client feedback through a qualitative interview process with a client to understand why the client decided to move its business to a competitor firm. Through the client's feedback, Jennifer also spotted some business and operational risks for Treetop Law Firm that might never have surfaced without the benefit of that feedback.
  target audience: specialized
  note: Stephanie Thum.
  subject:
    topic: Customer relations
    genre: Case studies
  subject:
    topic: Industrial marketing
    genre: Case studies
  subject:
    topic: Marketing industriel
    genre: Études de cas
  subject:
    topic: Customer relations
  subject:
    topic: Industrial marketing
  classification: HF5415.5 .T48 2023
  classification: 658.812
  related item:
    title info:
      title: SAGE business cases
  identifier: 9781529610437
  identifier: 1529610435
  identifier: http://proxy.library.tamu.edu/login
  record info:
    record content source: SGPBL
    record creation date: 230109
    record change date: 20240923172058.9
    record identifier: in00005500468
    language of cataloging:
      language term: eng