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Selecting a voice of the customer solution presents challenges based on the diversity and immaturity of this rapidly evolving market. An evaluation model creates a transparent, auditable process that will help CIOs and customer experience leaders select vendors and complementary software solutions.
Table of Contents
Develop a Hierarchy of Criteria and Subcriteria for VoC Vendor and Software Selection
Identify the Relative Importance of the Criteria and Subcriteria
Score the VoC Vendor's Ability to Comply With Each Criterion
- Develop a Hierarchy of Criteria and Subcriteria for VoC Vendor and Software Selection