An Empirical Study on Requirement of Customer Expectancy Management

Abstract

“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 customer’s 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.