Gartner Research

Engage Sales Channels in VoC Programs to Increase Operational Effectiveness

Published: 05 January 2015

ID: G00271429

Analyst(s): Theodore Travis , Chris Fletcher, Jim Davies


When sales channels embrace the voice of the customer, organizations can increase operational effectiveness, better anticipate customer purchasing tendencies and improve customer engagement.

Table Of Contents
  • Key Challenges



  • Evaluate VoC Processes and Technologies
    • What to Sell
    • How to Sell
    • Where to Sell
  • Consider a Variety of Feedback Source Types
    • Listen to the Social Voice
    • Embrace the Mobile Voice
    • Implement New Feedback Processes
    • Listen to Other Communication Channels
  • Contribute to VoC Governance Programs

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