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Voice of the Customer: Empowered Customers Bring a Wealth of Business Insight




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Empowered customers have changed the business landscape. Successful buyer/seller relations today can no longer be managed through a "one-size-fits-all" approach. Businesses need to tune into the rapidly changing needs of buyers to delight them in a timely fashion. Customer interactions are an opportunity to resolve issues and deliver valuable insight.

This recent Aberdeen Group report, sponsored by Cvent, examines how organizations leverage the customer voice to optimize customer retention and other performance metrics.

Discover how best-in-class companies:

• Retain 91% of customers compared to 69% for Industry Average
• Achieve a 53% first contact resolution rate through an improved voice of the
customer initiative as compared to 35% for Industry Average
• Improve response time to customer requests by 11.9% compared to 3.4% for All
Others

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