Chapter 7: Collecting Periodic Customer Feedback with Customer Voice
Collecting customer feedback periodically such as quarterly or annually is a common way to understand the mood of your customers. Customer feedback must be integrated with your Customer Relationship Management (CRM) system and survey responses must be linked to the customer records in the system. This is important so that you can get a complete insight into your customers, and the feedback can be available to anyone who needs to interact with the customer. When a customer complain to you, it expects everyone in your organization to know about the complaint.
Customer Voice enables you to integrate survey data with your customer records in your business application. If you are ...
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