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Hypatia Research Group Publishes 2014 Update to “Operationalizing Voice of the Customer”
Study Illustrates VOC Best Practices, Maturity Models and 2014 GalaxyTM Vendor Evaluations
Much has changed since Hypatia published the first industry analyst research on Voice of the Customer (VOC) software, services and technologies back in early 2011. At that time, leading vendors were capable of supporting unified VOC analysis of data (structured)
According to Leslie Ament https://www.linkedin.com/
This forty-five page study (http://store.hypatiaresearch.com/
Hypatia Research surveyed 1100 global VOC practitioners and executives directly involved with enterprise voice of the customer processes, software usage and selection criteria. Only the 498 respondents that actually utilize, recommend, influence, hold budget or veto power over the purchase of enterprise VOC software were utilized in our analysis of how, why or when organizations:
· Invest in VOC software solutions—and how much is budgeted through 2016
· Measure productivity and effectiveness of VOC initiatives and how often?
· Prioritize specific VOC initiatives against software selection criteria??
· Commit a percentage of company revenues to VOC program investment?
· Expect a return on investment (ROI)?
· Evaluate and ultimately select VOC vendors or consulting firms?
Our due diligence also included a 1) vendor briefings, 2) product demonstration and 3) customer reference interviews. In certain cases, customer references and product demonstrations were obtained without vendor involvement through our professional network.
Survey Respondent Profiles
Respondents operate primarily in North America (35.7%), with healthy representation from Asia Pacific (34.7%), Europe (28.8%) and the Middle East (1%). Among the 498 respondents, the organizations were divided among SMBs (4.1%) with revenues under $100 million, mid-market (34.3%) and large enterprises (61.5%) with $2 billion or more in revenues. Both business to business (B2B) and business to consumer (B2C) industries were equally represented.
Industry analyst and market research firm Hypatia Research Group (http://www.hypatiaresearch.com/)
For advisory, licensing (http://www.hypatiaresearch.com/)
Zvi Ruder, SVP Operations & Intellectual Property Licensing
Hypatia Research Group
Hypatia Research Group