General Manager Insight: Bringing the Voice of the Customer Into the Product Vision and Strategy

Analyst: Mark McDonald 

Customer experience and centricity are goals for just about every technology and service provider (TSP) and its general managers. The voice of the customer (VoC) is one of the primary sources of information and insight to realize these customer-related goals. Incorporating the VoC is essential to build a portfolio of products that fits with customer needs. That starts with developing a portfolio vision and strategies that include customer voice. 

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