Voice of the Customer Toolkit

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Incorporate voice of the customer into your software development process

 

Does your supply chain management regime really include the Voice of the Customer?

How will customer retention help your organization to be more profitable?

How did your team perform the Voice of the Customer collection?

Do the project goals add value to the customer and your organization?

How does your customer really experience your business?




...Find the answers to these, and more, questions with this Voice of the Customer Toolkit:

  • Funnel the Voice of the Customer directly into engineering and detect emerging issues months earlier than your existing process.
  • Design, manage and improve your processes for capturing and using the Voice of the Customer.
  • Integrate the Voice of the Customer into your organization.
  • Compare to your competitors in the area of Voice of the Customer.
  • Analyze the composite Voice of the Customer over thousands of customers.
  • Access the Roadmap of markets for Voice of the Customer and Customers Choice.
  • Strive to continuously improve your customer service.
  • Improve the performance of your customer representatives.
  • Integrate the Voice of the Customer into the product development process.



HOW THIS TOOLKIT WORKS:

Save time, empower your teams and effectively upgrade your processes with access to this practical Voice of the Customer Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Voice of the Customer related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Voice of the Customer specific requirements:


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Voice of the Customer Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...


STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 990 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Voice of the Customer improvements can be made.

Examples; 10 of the 990 standard requirements:

  1. How do you use Voice of the Customer information and feedback to become more customer focused, to better satisfy customer needs and desires, and to identify opportunities for innovation?

  2. What are your customers saying and feelings about your competitors and what are the perceptions of your competitors and how well do the competitors meet the needs, wants, and desires?

  3. What approaches exist to capture and analyze non structured data as video, voice, and text in order to improve organization communications and the customer experience?

  4. Are you looking to increase communications and responsiveness with collaborative applications like voice, video, presence, and mobility for customers and employees?

  5. How are you helping your employees at all levels unleash the initiative, imagination and passion toward discovering better ways to deliver value for the customer?

  6. How can organizations begin making continuous learning central to the business strategy and thus facilitate the creation of a more capable, agile workforce?

  7. When it comes to more complex services, why do many organizations fail to utilize the most valuable and readily available resource, the customers voice?

  8. Does connecting the Voice of the Customer directly with the delivering parties in IT outsourcing make traditional demand and supply management obsolete?

  9. How much cheaper would it be to have the mindset for documenting what distributors and salespeople already know about the customers businesses?

  10. How can businesses communicate with the prospective clients and current customers, without getting lost in voicemail boxes and unopened emails?


Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Voice of the Customer book in PDF containing 990 requirements, which criteria correspond to the criteria in...

Your Voice of the Customer self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Voice of the Customer Self-Assessment and Scorecard you will develop a clear picture of which Voice of the Customer areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Voice of the Customer Self-Assessment
    • Is secure: Ensures offline data protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:

 

STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Voice of the Customer projects with the 62 implementation resources:

  • 62 step-by-step Voice of the Customer Project Management Form Templates covering over 1500 Voice of the Customer project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Project or Phase Close-Out: Did the delivered product meet the specified requirements and goals of the Voice of the Customer project?

  2. Procurement Audit: Are purchasing actions processed on a timely basis?

  3. Risk Management Plan: Methodology: how will risk management be performed on this Voice of the Customer project?

  4. Procurement Audit: Has guidelines been set up for how the procurement function/unit should carry out its procurements?

  5. Team Performance Assessment: To what degree will the team ensure that all members equitably share the work essential to the success of the team?

  6. Procurement Audit: Is there a legal authority for the procurement Voice of the Customer project?

  7. Procurement Audit: Is a cost/benefit analysis, a cost/effectiveness or a financial analysis considering life-cycle costs performed and is the funding of the procurement guaranteed?

  8. Cost Baseline: Are there contingencies or conditions related to the acceptance?

  9. Project Charter: What outcome, in measureable terms, are you hoping to accomplish?

  10. Project Management Plan: Are there any windfall benefits that would accrue to the Voice of the Customer project sponsor or other parties?

 
Step-by-step and complete Voice of the Customer Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 Voice of the Customer project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 Voice of the Customer project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Voice of the Customer project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 Voice of the Customer project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan


3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log


4.0 Monitoring and Controlling Process Group:

  • 4.1 Voice of the Customer project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance


5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Voice of the Customer project or Phase Close-Out
  • 5.4 Lessons Learned

 

Results

With this Three Step process you will have all the tools you need for any Voice of the Customer project with this in-depth Voice of the Customer Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Voice of the Customer projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Voice of the Customer and put process design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Voice of the Customer investments work better.

This Voice of the Customer All-Inclusive Toolkit enables You to be that person.

 

Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.





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CONTENTS:


Checklists:


Checklists:Voice of the Customer Checklist Report on ORGANIZATION.pdf

Checklists:Voice of the Customer Checklist Report on PROCESS.pdf

Checklists:Voice of the Customer Checklist Report on SERVICE.pdf

Checklists:Voice of the Customer Checklist Report on CUSTOMER.pdf

Checklists:Voice of the Customer Checklist Report on VOICE.pdf

Checklists:Voice of the Customer Checklist Report on PRODUCT.pdf



STEP 1 Get your bearings:


STEP 1 Get your bearings:Voice_of_the_Customer_Quick_Exploratory_Self-Assessment_Guide.pdf

STEP 1 Get your bearings:Voice of the Customer Self-Assessment Pre-Filled EXAMPLE.xlsx





STEP 2 Set concrete goals tasks dates and numbers you can track:


STEP 2 Set concrete goals tasks dates and numbers you can track:Voice_of_the_Customer.pdf

STEP 2 Set concrete goals tasks dates and numbers you can track:Voice of the Customer Self-Assessment.xlsx

..and the Project Management resources in 'STEP 3: Implement, Track, follow up and revise strategy' as described above.

 

 

Who This Toolkit Is For

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These skills will enrich every part of your life.

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