The Voice of the Customer
The third perspective of demonstrating measurable progress -- the customer’s -- must not be lost in all the activity of stabilizing and sustaining change. The voice of the customer should be very prominent in the early stages of a change effort. Customer perceptions are often an important reference for the business case for change. The customer’s voice should be no less prominent after the change has been made and you are in the process of stabilizing and sustaining it.
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