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   customer needs analysis
     I have never experienced a better
     tool for making the voice of the
     customer operational. Not only
     was the workshop a great
     experience, but I have continued
     to use the technique for other
     applications where it is necessary
     to understand the impact of the
     customer needs.

                               Jane Brimmer
                    Vice President-Sales
            Quest Telecommunications
     wiring diagram
       performance schematic
     contact center
     problem solving
using the customer
needs analysis
      business essay

           partial example
customer needs analysis

The MSI customer needs analysis is a management tool designed to identify and prioritize the critical customer needs for an organization, and make improvements actionable by determining which processes affect satisfying those needs. It provides a colorful, easy-to-understand display of the information that can be used to determine organizational priorities and serves as a communication mechanism for anyone dealing with customers. It is based on harnessing the inherent knowledge within any organization.
benefits
  • the customer voice is obtained in a very short period of time reducing the cost of inaction and internal disagreement
  • a foundation is provided for both product and service development efforts to reduce the time to market
  • market research becomes more efficient by reducing "fishing expeditions" and targeting business - winning customer requirements
  • market perception is changed by focusing advertising and promotional efforts on selected market accents
  • all employees become listening posts for changing customer requirements which assists in developing market leadership