Why should CMOs care about Voice of the Customer (VoC) strategies? Paul Hagen, senior principal of customer experience and innovation at West Monroe Partners, said because VoC strategies influence budget, company health and how CMOs think about their jobs.
In a world where many firms have shifted to more subscription-based, digitally connected products or service models, post-acquisition renewals eventually comprise the biggest part of revenues, he said. Firms and CMOs that focus on customer experience and customer success, such as by monitoring VoC and helping orchestrate improvements post-sale, end up winning."
Voting 0
