How to Run a VOICE of CUSTOMER (VoC) Program

#VoiceofCustomer #customersuccess #csmpractice #voc
A Voice of Customer (VoC) program allows an organization to learn about their customers' needs, understand their pain points, and improve their products and services accordingly.
When implemented properly, Voice of Customer can reduce churn rate, improve user adoption and customer retention, and increase revenue.
In this video, Peter Armaly, Senior Director of Customer Success Enablement at Oracle, discusses the importance of having the Voice of the Customer program integrated into their customer lifecycle journey. A solid VOC framework should outline guidelines for gathering data from multiple feedback channels across all stages of the customer journey, from provision to adoption.
The video also includes in-depth discussions on:
- VOC framework for large enterprises
- Multi-Channel customer feedback (beyond surveys)
- How to properly Collect Voice of Customer Data
- How to avoid survey fatigue
- VOC resources tips
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Learn more by watching this video:
00:00 Intro
02:28 Why VoC programs
03:25 VOC Framework for Enterprise Companies
07:46 When to Survey Customers
10:26 VOC during Adoption
14:13 Feedback Channels
18:13 Collecting Data
22:22 VoC Governance Model
27:44 VOC - The Future
29:06 VOC Metrics and KPIs
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Additional Resources:
⏬ Download Peter Armaly’s Slides: Voice of the Customer (VoC) Program: www.csmpractice.com/voc
🎥 Watch our video: How to Be a Customer-Centric Organization
kzbin.info/www/bejne/nZTOda2pmp5lerc
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:
1. Grab a free copy of our Customer Success templates and infographics
We’ve created a resource library for you to gain easy access to best practices and benchmark data. www.csmpractice.com/resources
2. Subscribe to our CSM Practice newsletter
Subscribe to our CSMP newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. www.csmpractice.com/newsletter-sign-up
3. Work with our team privately
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. www.csmpractice.com/cs-consulting
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
LEARN MORE ABOUT CUSTOMER SUCCESS
with these free resources:
📌Subscribe to CSM Practice KZbin channel:
kzbin.info
📌 Listen to our Podcast:
www.csmpractice.com/podcast
📌 Follow us on TikTok:
www.tiktok.com/@csmpractice?lang=en
📌 Sign up to receive our Weekly Newsletter:
www.csmpractice.com/newsletter-sign_up
📌 Download CS Templates and Infographics:
www.csmpractice.com/resources
📌READ our Customer Success BLOGS:
csmpractice.com/blog
📌FOLLOW us on LINKEDIN:
www.linkedin.com/company/csm-practice/
📌 FOLLOW us on TWITTER:
csmpractice

[@dnbuk3111]

Customer Success and Customer Care exec here. I found this very helpful and insightful. Excellent content!

[@CSMPractice]

Thank you so much! This means a lot 🌷

[@mandykaur4181]

Very helpful content, thank you. Can I access the slides? The link below isn't working for these slides.

[@CSMPractice]

Apologies for the inconvenience. We have updated the webpage due to download issues. You may now try it again to get the PDF. www.csmpractice.com/voc. Thank you for your understanding!