Indsamling af markedsinformation gennem kundebesøg
McQuarrie, Edward F. "Customer Visits." In The Market Research Toolbox:
A Concise Guide for Beginners. Thousand Oaks: Sage Publications, 1996, pp. 51-65.
An excellent outline for a customer visits program is given as Appendix B, of this book:
McQuarrie, Edward F. Customer Visits: Building a Better Market Focus Newbury Park: Sage Publications, 1993
A brief summary of many customer analysis techniques is:
Customer Analysis Team, The University Libraries, Customer Analysis: A Manual of Techniques, University of Southern California, 1997
Two step by step approaches for acting on the Voice of the Customer are:
Burchill, Gary and Brodie, Christina "Voices into Choices": Acting on the Voice of the Customer, Center for Quality of Management, Joiner Publications, 1997
Ulwick, Anthony "Turn Customer Input into Innovation" Harvard Business Review, Jan. 2002