ABC-Analysis of customer demands / expectations
Theory developed by the German Prof. Dr. Armin Töpfer. Businesses should divide their services into 3 categories and adjust their priorities of action according to this classification. The customer demands form the basis of the theory.
A Those services are very important for customer satisfaction and need to be delivered in any case and at all costs.
B Those services are of medium importance for customer satisfaction and are to be delivered, especially if they incur low additional costs.
C Those services are less important for customer satisfaction and need to be delivered only if they do not incur any additional costs.
See also:
Customer satisfaction
Service portfolio
Service quality
