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Business
Six Sigma for Sales
Dispatches From the Front
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September 1, 2001
This approach to driving out defects might be, well, defective.
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People know--deeply--what it's like to be the customer. Use that.
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That's a good question. But there's a key follow-up question that's too rarely asked.
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The Gold Standard
How can you please customers if they can't articulate what pleases them?
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