Voice of Customer (VoC)
A structured methodology to capturing customer feedback and expectations, and using that to inform product development, engagement mechanisms and business decisions to improve customer needs. Some channels used to capture Voice of Customer (VoC) input include interviews, surveys, support data, and direct CSM contribution.
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THE HONEST TRUTH
If the VoC does not result in any visible action and feedback, the customer begins to view this exercise as purely performative and starts refraining from participation. At this stage, significant input that could have helped secure renewal or expansion will easily be missed.
If the VoC does not result in any visible action and feedback, the customer begins to view this exercise as purely performative and starts refraining from participation. At this stage, significant input that could have helped secure renewal or expansion will easily be missed.