Hypatia Research Announces "Operationalizing Voice of the Customer"
Maturity Models, Benchmarks & Best Practices Study Reveals Only 8% of Companies Reach Top Maturity Level
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-
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)
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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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