Journal of Business Strategy · 1992 · 24 citations · 0 references
ManagementMarketingQuality ManagementQuality ImprovementQuality PlanningTotal Quality ManagementCustomer EngagementCustomer Experience ManagementCustomer Feedback ManagementCustomer SatisfactionCustomer Service ManagementService QualityCustomer ExperienceCustomer Feedback DesignCustomer Feedback SystemsCustomer Quality PerceptionCustomer ResponsivenessResponsivenessSocial Support Functions
What's the best way to get "close to the customer"? One company has developed a customer feedback system to drive product design, sales, service, and support functions in order to ensure better customer responsiveness.