Customer Needs Matrix: VIDEO:

A comprehensive and efficient way of understanding, organizing, documenting, prioritizing, and communicating Customer Opportunities. This matrix includes Customer Needs, User Story Statements, Importance Ratings, Satisfaction Ratings, Kano Classification, two algorithms for Priority Ratings, auto calculated Cost Reduction opportunities, auto calculated Hidden Opportunities, Action Planning, and much more. The Customer Needs Matrix is used in Step 1 of our Systematic Innovation Process and a Microsoft Excel template is available.

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