Value of an Effective Voice of Customer (VoC) Program

Dec 13, 2013

Download the replay of our webinar from December 12th to discover what the total economic impact of an optimized VoC program can be for your organization. On this webinar we highlighted the areas of economic impact that an account surveying program will provide an organization in terms of Revenue Retention, Revenue Generation, and Cost Savings.

Specifically, on this webinar, Dennis Chapman Sr, President and CEO of The Chapman Group, discusses:

1. What does a survey program that measures VoC look like?

  • The Survey -key measurements, different survey by role
  • The Respondents/Contacts – high, wide, deep
  • The Analysis
  • The Follow Up (Closing the Loop)

2. How does a VoC program impact financials?

  • Revenue Retention
  • Revenue Generation
  • Cost Savings
  • Total Financial Impact (ROI)

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