A state agency wants to improve the quality of a report that they produce for the legislature. Customer data helps teams discover new opportunities, verify the extent of a problem, better understand how products and services are used, prevent problems that impact the customer, and prioritize the work of the team. Multiple customers have conflicting and competing needs Individuals in an organization serve different customers. The needs of these customers are sometimes in conflict. When this happens.
Internal departments compete with one another to meet the needs of their diverse customers.
Interviewing customers will help the team look at the total picture and determine which priorities meet the needs of all their customers.