Listening to Customers: How EBSCO Plans Enhancements and Product Acquisitions Based on Customer Feedback

摘要

The importance of customer feedback and the value that it adds to product development and enhancements cannot be overstated. Customer feedback also plays a key role in the development of online resources. But how do you merge customer feedback and the development of new proposals for product design? The balance between customer feedback and strategic direction is something EBSCO strives for in every build of new product enhancements. Many of the company's most important products and interface enhancements can trace their origins back (at least in part) to customer feedback or customer-based advisory boards. By keeping an open channel of communication between customers and developers, EBSCO has positioned itself as a global leader in matching ongoing product development to current customer need. In doing so, the company has also laid the foundation for ascertaining and responding to the future needs of customers.