Saturday, September 12, 2009

Tracking Customer Satisfaction Especially Important for New Products

Learning of and responding to customer dissatisfaction is especially important for newly introduced products or services. Gladwell (2002, p 278) asks what kind of people are willing to risk purchase of new products? His answer, mavens - the influencers who are information founts for others in the organization or network.

Getting feedback quickly and responding effectively can make or break such a new product. No one expects perfection but if we are not listening and fixing, that word quickly spreads throughout the network and the product is finished. With that in mind, CRM and EFM should be tuned and focused appropriately for customers using new products.

Gladwell, M (2002). The Tipping Point. Back Bay Books.

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