ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. See the Applied Materials example: Strategic Action on B2B VoC ).

VOC 48

VOC Close the Loop CXM Voice of the Customer 48

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. B2B Customer Experience: Do This, Not That.

Government 86

Government Customer Experience CXM VOC 86

ClearAction

MAY 24, 2016

B2B Customer Loyalty. B2B buying decisions are often complicated. Putting all your eggs in one basket, so to speak, may not make good business sense. Naturally, there was a snowball effect of bad economics for every business downstream. B2B customers are leery of granting “sole supplier” status.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59