Capterra Glossary
Voice of the Customer (VoC)
Voice of the Customer (VoC) solutions are various technologies that capture, store, and analyze customer feedback. These technologies monitor customer experiences, preferences, behaviors, and expectations. Therefore, they are a valuable tool for market research. VoC solutions include enterprise-feedback-management software, social-media monitoring tools, text-mining tools, speech analytics, and web analytics. When users combine one or more of these tools, they can generate a holistic view of the customer's voice. Marketers can then use customer insights generated from these tools to target customers on different channels.
What Small and Midsize Businesses Need to Know About Voice of the Customer (VoC)
SMBs can use VoC solutions to understand what their customers want and how they think. With a better understanding of the clientele's voice, these companies can improve customer retention, customer share, and customer spend.
Related Terms
- Customer Relationship Management (CRM)
- Go-to-Market (GTM) Strategy
- Customer Information File (CIF)
- Customer Experience
- Best-in-class
- RM (Relationship Manager)
- CSS (Customer Service and Support)
- Electronic Customer Relationship Management (e-CRM)
- Customer Experience Management (CXM)
- Best-of-breed
- Business Development Representative (BDR)