VOC Research Research VOC Research VOE Research Consulting Education Voice of the Customer Research Voice of the Customer Research concerns the systematic gathering, recording... the establishment and maintenance of a customer-focused organization. Why Does It Matter? Research indicates that increasing customer retention by as little as 5% results... in place. Research typically begins with Expectations Mining which is a highly specialized qualitative method used to gain a deep understanding of customers' requirements. Although...

-five years of experience in sales management, market research, total quality, team building, project management and change management. Most recently, Bob was the vice president..., market and customer research, the use of on-line data services, knowledge base development, and performance measurement. Her twenty-five years of research and research-related... experience includes fifteen years at the Forum Corporation where she served at various times as director of market research and manager of performance measurement. Her clients have...

relationships PMA can bring to the table on an as-needed basis the skills and capabilities of some of the world's leading providers of learning, market research and organizational change...strategic management system Research Consulting Dynamic Scorecard Executive Alignment Strategic Management Voice of Customer Education Building a Strategic Management System...