Creating True Customer Intelligence

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Software company Allegiance and CRM consulting firm Peppers & Rogers combine in this white paper presenting the concept of Voice of the Customer Intelligence (VOCi). VOCi is a method of combining Voice of the Customer data - such as customer surveys - with customer behavior data to create actionable insights into customer satisfaction or dissatisfaction.

The study presents two companies - Nicor and EMC - that have adopted Allegiance's software to capture VOCi and the positive results each has seen.