I am looking for more details on how QFD can be used in measuring and improving the customer satisfaction in the IT engagement with development and support. This is in context of CRM. What are the different areas which should be looked at, what measu

I am looking for more details on how QFD can be used in measuring and improving the customer satisfaction in the IT engagement with development and support. This is in context of CRM. What are the different areas which should be looked at, what measures should be considered, how QFD can be applied, how the outcomes should be interpreted and are there any popular tools for doing this. I really appreciate help as I need this information quickly. Any material on this would be really welcome. Thank you.