Customer Relationship Key Driver Analysis Technology VOC 
ClearAction
JANUARY 6, 2021
Voice-of-the-customer is by default a lagging indicator, even when it’s real-time, because it already happened. You’re learning about customer perceptions after they’re formed. Leading indicators are identified by conducting (1) key driver analysis (also known as correlation analysis) with your index (e.g.
Waypoint Group
APRIL 13, 2022
And/Or, is the vendor talking about business outcomes such as retention rate, engagement rate, and customer relationships? What processes do you need in place to make the technology produce those results? Does the vendor understand the statistics of key-driver analysis and how to apply it to your data set?
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