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Hypatia Research Announces "Operationalizing Voice of the Customer"

Maturity Models, Benchmarks & Best Practices Study Reveals Only 8% of Companies Reach Top Maturity Level

 
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PRLog - Mar. 23, 2011 - BOSTON, MA –  Hypatia Research, LLC today released a primary research study entitled " Operationalizing Voice of the Customer: Maturity Models, Benchmarks & Best Practices" outlining  current developments, major organizational challenges, business case justification and a detailed  assessment of a fragmented landscape comprising 24 enabling technology  vendors that support VOC business processes.  Featuring the unique Hypatia GalaxyTM in which VOC providers are evaluated by 12 interdependent dimensions, the report offers readers actionable insight via 40 pages, 3 case study evaluations and 15 charts, tables and figures.  

Voice of the customer (VOC) is generally acknowledged as a market research technique defined as the process of capturing a customer's expectations, preferences and aversions.  "Our research reveals that contextual information such as surveys, CRM verbatims, online content and even emails between organizations and their customers are seldom analyzed or even shared with the same roles that perform quantitative customer survey analysis", said Leslie Ament research vice president for customer intelligence strategies at Hypatia Research. "When turning customer voices into customer insights, organizational challenges center on 1) finding the 'customer signal' within high velocity volumes of contextual information, 2) analyzing and disseminating critical decision-support insights to key personnel and 3) creating an operationally-executable plan (i.e. structured business processes) for leveraging VOC insights.”

Over 430 organizations that utilize VOC software and services from 10 industry sectors contributed to this primary research study. Industries represented included financial services, professional services, retail, consumer goods, healthcare, manufacturing, hi-tech and non-profit. Company size segmentation comprised 32% small businesses at less than $50M, 34% mid-market and 34% large enterprise with revenues greater than $1b.

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Hypatia of Alexandria (circa. 370-415 AD), was the first woman to make substantial contributions to the development of astronomy, mathematics, & philosophy. She invented several scientific devices--the astrolabe, planesphere, and hydroscope (hydrometer). These instruments were used to calculate the distance between planets, the position of visible stars at any time of the year, and the gravity of liquids respectively.

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Hypatia Research, LLC http://www.HypatiaResearch.com delivers high impact market intelligence, industry benchmarking, best practice, and vendor selection research for how businesses use technology and service providers to capture, manage, analyze and apply customer intelligence to enhance performance and to accelerate growth. Coverage areas include: CRM, Business Intelligence, Customer Analytics, Social Media, Marketing Automation, Database Marketing, and Information and Customer Data Integration and Quality. Since its inception by co-founder Leslie Ament in 2001, clients have relied on us for industry insight, expertise and independent research for guidance in assessing various technology and service options.

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