High Priority

Abstract: In a service-based economy, voice of the customer (VOC) analysis is an important tool for interacting with business customers. Customers may specify their requirements, but to make these general statements actionable requires evidence that is best obtained in one-…

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I appreciated the respectful (not dogmatic nor haughty) way the authors offered their experiences and techniques.
--Gary A. Bidwell, 02-11-2010

While other articles I have read may be more complex, this article deals with a common day-to-day issue and was well done.
--Gary Strader, 02-09-2010
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