Voice-of-the-customer (VoC) programs have become a very hot strategic initiative during the past couple of years, and Gartner puts their growth at around 30 percent per annum through 2016. 

What business executive wouldn’t want to know his customers better so that he could market, sell, and service them more effectively? 

The disconnect many organizations face is that of collecting large amounts of customer data but not being able to make sense of it in a way that drives better customer experiences, which in turn drives true business benefits.

In this Best Practices Guide, we present the perspectives of four industry experts on how to build stronger customer relationships by listening to customers and using that information in a meaningful way to promote customer loyalty and enhance business outcomes. 

This special section is also available online at www.destinationCRM.com/BestPractices, and a Roundtable Webcast on this topic will be presented live on May 20.

Bob Fernekees
VP/Group Publisher
CRM Media
Information Today, Inc.