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12. Voice of the Customer

VoC Process Overview

Voice of the Customer aims to collect, store and improve Solvay Net Promoter Score (NPS).

GBUs have to conduct Customers interviews, wheren among other key questions, will gather the Customer feedback.

After Interviews results analysis, GBUs have to develop an Action Plan to improve the overall results.

It will be under the Account Manager responsibility to implement it.

We might say this process has two main steps:

• Management of the Customer Interviews
• Internal Action Plan Definition

Since the Interviews can also collect more key information then the NPS, according to each GBU needs and scores to be identified, the Interviews management can be delegated to a Thrid Party Company, or a GBUs can manage them internally.

Table of content

Added Value

VoC Process in Core CRM Solution will provide you a single place to:

• store VoC results
• store Interviews conducted
• store Action Plan per each interviewed customer
• follow up on the Actions Defined