Relias' Voice of Customer program set out to implement analytical processes and visualizations to provide actionable insights about our customers, markets, and competitors including quantitative, qualitative, internal, and external data sources accessible at leadership and company-wide levels.
Project Goal: Partnering with Departments to Converge, Synthesize, and Visualize Data, for the Distribution of Timely and Actionable Insights on Our Customers, Markets, and Competitors
Outputs - Distribution of Insights via:
Self-Service NPS, CSAT, and Customer Advocacy Dashboards
Quarterly Voice of Customer Relias Management Group Report (Q3 Report released late October 2022)
Quarterly Voice of Customer Company-Wide Reports (Q3 Report posted early November)
Company-Wide Voice of Customer SharePoint to Access Dashboards, VoC Reports, Competitive Analyses, and Market Research
Top 3 Benefits:
Unparalleled and Improved Data-Driven Understanding of Customer and Prospect Pains and Needs Across Multiple, Integrated Quantitative, Qualitative, Internal, and External Data
Single Source for Analysis & Reporting
Self-Service Analytics
Top 3 Challenges Faced:
Customized Aggregation of NPS Data
Prioritization of Diverse Stakeholder Exigencies (Product, Client Care, Sales, Marketing)
Striking a Balance between Metric Complexity and Actionable Insights
Core Project Team:
Megan Bonomo, Lance Kruse, Caroline Parvathikar, Jacob Presson
Anuj Desai, Nicholas Kane, Chris Schoeppach
Timing - Phase 1: 07/2021 – 06/2022
Net Promoter Score, Customer Satisfaction, and Customer Advocacy Company-Wide Self-Service Visualizations (Microsoft PowerBI Dashboards) Launched
Leadership and Company-wide Voice of Customer Quarterly Reports
Resources:
Data & Analytics, Market Intelligence Team with representatives from the Product, Client Care, Marketing, Sales, and Operations Departments
Utilized funding and support from Customer Excellence Office Initiatives
The opinions and information stated in this article are personal to the individual author and do not necessarily represent Bertelsmann.
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