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Paper Details

Paper Title
An Empirical Study on Requirement of Customer Expectancy Management
“Change is expected to occur during the life of any project, but this change must be controlled and managed if the project is to be considered successful”. Organization may have certain ideas about the optimal mix of price, speed, and quality to optimize your own operations, but unless those offerings map closely to customer expectations and interests, that information means little. Evaluate market to understand customers priorities: Once business is geared to the metrics that customers value, it will be easier to create and deliver value propositions that serve their needs as well as yours. Today there is a critical need for effective and successful customer expectation management; organizations do not wait for complaints to come in the door. They try to anticipate the needs and problems of customers and to set realistic expectations through customer education and communication strategies. Research shows that 40 percent of complaints come from customers having inadequate information about a product or a service. Using customer feedback to understand customer expectations and needs, organizations educate their customers and/or the public on what they can expect from their products and services and what obligations and responsibilities their customers have. Meeting customer expectations without exception impacts the business by: Expanding the customer base, reducing customer attrition, increasing profit per customer by extending the customer life-cycle duration.
Others Details
Paper Id : 53083
Author Name : M. Usha
Co-Author Name(s) : Dr. M. NandhiniDr. P.Palanivelu
Volume/Issue No : Volume 05 Issue 02
Page No : 14-18
DOI Number : DOI:10.21090/IJAERD.53083
Publication Date : 2018-02-07
License : This work is licensed under a Creative Commons Attribution 4.0 International License.
website :
Impact Factor : 4.72, SJIF-2016
ISSN Details : eISSN: 2348-4470, pISSN:2348-6406