Gartner Research

How to Measure the ROI of a Voice of the Customer Program

Published: 27 July 2020

ID: G00730474

Analyst(s): Deborah Alvord

Summary

This report provides customer service and support leaders responsible for CX with an eight-step process to measure the monetary value of a VoC program. By implementing this business-outcome-focused process, organizations can calculate ROI, a requirement to secure VoC program funding.

Table Of Contents

Overview

Introduction

Analysis

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