Product Requirements gathering by Google

Thursday, September 15th, 2011

One of the key ways to keep customers satisfied is to meet their expectations for improvements to your products and services. Some companies do focus groups, or gather data about what their competitors are doing and industry trends, and then decide what products, or improved features in a product or service should be developed. One of the best practices is to gather product requirements from your customers. Google is doing just that with their Google Places for business offering. There have opened the opportunity for their community to ask questions and provide ideas. They make no commitments but it is interesting to see how a large powerful organization like Google is using a customer satisfaction best practice as it develops its new products.

Products/ services can often be improved if we listen to our customers. Use the service organization to explore customer questions and complaints fully. The benefit of using customer service in this way, is that the details of what the customer wanted, which were meticulously explained to the customer service representative is not lost. This is an excellent use of customer service resources which is often overlooked. After product requirements are gathered, the next hurdle is to decide which ones to fund through the development process.

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