What are the best ways to identify and Manage Customer Expectations? Is it CRM , Group focus, Sales and customer service agent, Surveys or all? & why?

I see that all listed tools assest in identifying and managing customer expectations. The CRM system should be the repository of all information results from these tools and it should automate the customer reationship management pocess as identified by the company. CRM will also alert its users to scheduled tasks, and non-completed ones.

Combination of tecniques work best with CRM as the store house of all information. Focus groups work best when you are launcing new product or want to bring in specific improvement in a process/service. Agent feedback is firsthand and is effective but it can be biased. Surveys work well, they need to be short and targeted to acheive best results.

Surveys are the best way to map customer expectations.

In a survey (it is better to have a descriptive survey where the customers can express themselves along with the1to10 NPS rating)the customer says whether  the customer expectations have been met , exceeded or whether they are dissatisfied. If corrective actions is taken and selective cases are escalated when customers threaten to sue the company or take the matter to the social forum many angry customers can be retained.