The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed.
When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer.
The Enterprise Feedback Management (EFM) market continues to grow, even amidst the current economic environment. The underlying cause of this growth appears to be increased customer retention through real-time voice of the the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The fact that this is being talked about so much is evidence that the market has matured significantly in the past 12 months. The author of this blog, Chris Cottle, VP of Marketing for Allegiance, believes that the next big step for VOC programs will lie within the analytical side. Read this blog to find out why and also learn more about what this side will mean for businesses.
Read Morekeeping tabs on customer information is an important piece of your company’s operations. As such, Enterprise feedback management (EFM) and Customer Relationship Management (CRM) solutions are equally important to the success of your company. And this article explains why.
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