MCGUIRK ANALYTICS & CONSULTING

As more and more businesses begin to adopt customer-centric business practices, they are exploring new ways to capture customer feedback that will inform and inspire decision-making that leads to better customer experiences. Many companies have implemented Voice of the Customer (VOC) programs that allow them to do the following: Listen to customers – Ongoing collection of timely and relevant customer data Analyze customer feedback – Use of analytic techniques to turn data int

For many years, the customer research and analytic business functions have operated as largely independent practices within organizations. This was understandable as new analytic techniques and approaches were just starting to be implemented in early adopter departments such as sales, marketing and CRM. But now that analytics has reached a similar level of maturity as research, change is necessary. Continuing to operate as two independent business functions is suboptimal. Bef