Vocal Ease

Bailor, Coreen
March 2007
CRM Magazine;Mar2007, Vol. 11 Issue 3, p14
Trade Publication
The article discusses a report by Forrester Research in December 2006 about customer relationship management (CRM) strategies in getting the voice of the customers (VoC). The five areas where VoC can be achieved are relationship tracking, interaction monitoring, continuous listening, project infusion and periodic immersion. Each area is explained in detail. Examples of how each area benefits a CRM vendor are given.


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