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Article - Getting it Together: Integrating Customer Focus, Involvement, and Horizontal Management
http://www.jimclemmer.com/content/view/134/31/ -
Article - Measuring and Managing Customer Satisfaction
http://www.qualitydigest.com/sept00/html/satisfaction.html -
Article - Strategies for Becoming a Customer-Focused Organization
http://www.asq.org/quality-press/display-item/index.pl?item=SW1116 -
Article - The Customer Satisfaction Survey Snag
http://www.businessweek.com/managing/content/jun2009/ca20090619_272945.htm -
Kano Model Tutorial
http://www.qfdonline.com/qfd-tutorials/kano-model-tutorial/This tutorial gives an explanation of the Kano Model, along with a basic overview of several techniques for understanding customers’ needs.
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Presentation Notes - Becoming a Customer Focused Organization
http://www.rewardlicious.com/PDFs/3_differentiators.pdf -
Webcast - Magnifying Customer Focus: A Study of Current Trends and Future Possibilities
http://www.amanet.org/training/webcasts/Magnifying-Customer-Focus-A-Study-of-Current-Trends-and-Future-Possibilities.aspx* This site requires that you create an account to view the webcast.