Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
Purchase Benefits
What is included with this book?
Introduction | |
Focus of the Book | |
Background | |
Developments Since the First and Second Editions | |
Who Should Read This Book | |
Acknowledgments | |
Rationale | |
Why Visit Customers? | |
Customer Visits and Market Focus | |
Promise and Peril of Customer Visits | |
Additional Information | |
Customer Visits as a Distinctive Approach to Market Research | |
Why Do Market Research at All? | |
Why Do Market Research via Personal Visits? | |
Why Visits By Cross-Functional Teams? | |
Additional Benefits of Team Visits | |
Additional Information | |
Limits, Boundary Cases, and the Sweet Spot for Customer Visits | |
When Customer Visits Are Not the Technique of Choice | |
The Sweet Spot for Customer Visits | |
Boundary Cases | |
From Conceptual Rationale to Practical Advice | |
Additional Information | |
Procedures | |
Programmatic, Ad Hoc, and Hybrid Approaches to Visiting Customers | |
Ad Hoc Visits | |
Hybrid and Emerging Visit Types | |
How to Harvest Data from Ad hoc Visits | |
Planning a Program of Visits | |
Why a Program of Visits? | |
Appropriate and Inappropriate Applications for Visit Programs | |
A Seven-Step Procedure for Planning Customer Visit Programs | |
To Begin: Set Objectives | |
Additional Information | |
Budgets, Recruitment, Coordination, Team Preparation, and Time Line | |
Cost Factors | |
Recruit Customers | |
Coordination with the Sales Force | |
Select Team Members | |
Time Frame | |
Additional Information | |
Selecting Customers to Visit | |
Devising a Sample Frame | |
Special Cases in Sample Selection | |
Additional Information | |
Preparing a Discussion Guide | |
The Goal: Information Capture | |
The Discussion Guide | |
A Process for Team Preparation of a Discussion Guide | |
Additional Information | |
Constructing Good Questions | |
Preparation but Also Spontaneity | |
Importance of Open-Ended Questions | |
Workhorse Questions | |
Specialized Question Strategies | |
Criteria for Effective and Ineffective Questions | |
A Few Specific Questions to Avoid | |
How to Ask Questions About Pricing | |
The Importance of Follow-Up Questions | |
Additional Information | |
Conducting the Visits | |
Interview Format: Time Boundaries | |
Interview Format: Spatial Considerations | |
Group Versus Individual Interviews | |
Interview Roles | |
Interview Skills | |
Five Difficult Interview Situations | |
Additional Information | |
Completing the Visit Program | |
Debriefing | |
Analysis and Reporting | |
Dissemination of Results | |
Storage of Results | |
Closure for Customers and the Field | |
Additional Information | |
Analysis | |
Generalizability of Visit Data | |
Procedures for the Analysis of Visit Data | |
Process of Analysis: Baseline Approach | |
Analysis of Visit Data: A Closer Look | |
Visual Representation of Visit Data | |
Tips for Improving the Analysis of Visit Data | |
Additional Information | |
The Place of Customer Visits Within the Market Research Toolbox | |
Compartments in the Market Research Toolbox | |
Research Planning | |
Customer Visits Compared to Kindred Techniques | |
Combination Strategies Involving Customer Visits | |
Two Mistakes to Avoid | |
Summary | |
Additional Information | |
Appendix: Checklist for Conducting a Program of Customer Visits | |
Bibliography | |
Index | |
About the Author | |
Table of Contents provided by Ingram. All Rights Reserved. |
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.