(Length: 4 pages)

December 1, 2006

Voice Of The Customer: Five Levels Of Insight

by Bruce D. Temkin

with Peter Hult

Executive Summary (This is a document excerpt)

Our research uncovered five levels of voice of the customer activities: relationship tracking, interaction monitoring, continuous listening, project infusion, and periodic immersion. Companies should create formalized programs that address these different types of insight.

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Analyst: Bruce D. Temkin
Technology: Business Process Management, Customer Experience, Customer Experience Management, IT Management, IT Strategy, Planning, & Governance, Marketing & Advertising, Packaged Applications, Relationship Marketing
Industry: Financial Services, Financial Services Customer Relationship Management
Geography: Asia Pacific, Europe, North America
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