Wednesday, November 01, 2006

Strange Bed Fellows: 6 Sigma and CRM

What do operations research and creative have in common?

Turns out the answer is quite a lot. Six-sigma, known for its statistical rigor focuses a lot on the customer because the fundamental tenet is this:

Customers deserve to pay the least amount possible while firms deserve to make the most possible.

As a result understanding precisely what customers need becomes a critical component. "Voice of the Customer" is a central theme with a clear focus on segmentation to better understand the nuances of need. So, maybe there are a few more things we can learn from the stopwatch gang.

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