Gartner Research

Voice of the Customer: A Software Market Emerges

Published: 20 June 2011

ID: G00213774

Analyst(s): Jim Davies

Summary

Capturing, analyzing and acting on holistic data linked to the voice of the customer is a key business initiative that can be simplified via a VoC solution hub. Vice presidents of customer experience will appreciate the benefits of aligning their VoC initiatives, to gain competitive advantage.

Table Of Contents
  • Overview

What You Need to Know

Analysis

  • Multiple Data Collection Tools Are Still Needed
  • Beliefs About Optimal Data Storage Vary
  • Proprietary Techniques to Structure the Data Dominate
  • Identity Resolution Is an Immature Science
  • Analytics and Reporting Are Linked to Vendor Heritage
  • Reacting to Insights Through Automated Workflow Is Fundamental
  • Integration Commitments Vary
  • The Buyer Audience Is Aligned With Core Competence

Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.