General CRM
Voice of the Customer (VoC)
A term that describes your customer's feedback about their experiences with and expectations for your products or services.
Complete Definition
Voice of the Customer programs capture, analyze, and act on customer feedback from multiple sources including surveys, support tickets, social media, reviews, and direct conversations. CRM systems aggregate VoC data to identify trends, measure satisfaction, prioritize improvements, and inform product and service decisions. VoC insights drive customer-centric strategies.
Key Points
- 1Captures customer feedback
- 2Multiple data sources
- 3Informs business decisions
- 4Drives customer-centric improvements
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