VoC programs add a customer-centric lens to product and service development and uncover new business opportunities. VoC technology solutions, commonly referred to as customer feedback management (CFM) platforms, offer a number of capabilities, most notably:
Customer feedback collection and analysis
Integration with other data sources
Closed-loop action management
Reporting and dashboards
As we outlined in part 1 of this blog series on The Case for VoC Strategy, a CFM platform does not....