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封面
市场调查报告书
商品编码
1445920

客户之声 (VoC)：全球市占率 (2022)

Market Share: Voice of the Customer (VoC), 2022, Worldwide
出版日期: | 出版商: Quadrant Knowledge Solutions | 英文 39 Pages | 商品交期: 最快1-2个工作天内

价格

预计到 2027 年，全球 VoC（客户之声）市场将以 17.20% 的复合年增长率成长。

VoC（客户之声）被认为是组织的客户参与和保留策略的一个组成部分。 VoC 可协助组织将重点从聚合资料转移到个人化资料。 品牌正在认识到 VoC 平台在提供卓越客户体验方面的潜力。 该平台还强调了结束回馈的重要性，并帮助组织解决客户投诉。 VoC 部署涉及整个组织的策略，允许所有部门就特定案例进行协作，并将每个投诉发送给相应的部门。 组织正在专注于开展 VoC 活动，透过了解消费者需求来帮助他们制定客户参与策略。 然而，VoC 程序的目的不仅仅是数据收集和分析。 有效的 VoC 计画能够让品牌获得全面的数据，形成准确可靠的洞察，分析数据，得出结论，并采取适当的措施来改善客户体验，这应该也会有所帮助。

随着资料来源的激增以及客户透过多个管道表达回馈、痛点和评论，收集和分析如此大量的资料可能成为企业的一件苦差事。它正在成为一项繁重的工作。 这个困难的过程产生了对 VOC 工具和平台的需求。 VoC 工具和平台可让您从全通路环境中的多个资料来源中获取更多价值，并优化您的参与策略以满足您的 CX 需求。 VoC 工具和平台可协助组织建立有效的 VOC 计划。 这些计划通常透过各种来源和管道收集数据，分析数据以了解客户期望，并利用由此产生的见解采取行动来改善业务的特定领域。

品牌也在考虑采用端到端方法来设计 VoC 计划、获得先进的客户洞察并推动全通路环境中的个人化参与。Masu。 组织越来越多地采用多种 VoC 工具和应用程序，包括传统调查工具、企业和小型企业 VoC 软体以及基于客户接触点优先顺序的网站 VoC 工具。 许多组织使用多种工具（例如客户回馈和评论）来了解客户对其产品和服务的评价。 透过来源研究、社群媒体、线上评论、电子邮件、即时聊天等了解VoC 对组织来说并不是什么新鲜事，但品牌越来越依赖客户回馈和对话来改善客户体验，它就是为此而设计的。 因此，使用者可以采取更具协作性的方法来改善客户体验、克服挑战并推动业务成长。

本报告对 VoC（顾客之声）平台的定义如下： "VoC 平台是一个整合且全面的客户VoC 解决方案，可提供客户洞察，以从多通路环境中的各种资料来源收集和分析VoC（直接、间接和推断）。营运体验洞察：透过有效执行， VoC 工具可以提供一个可靠的 CX 框架，根据对客户回馈的详细分析来提供改进的客户体验。"

本报告分析了全球 VoC（客户之声）市场的份额结构，提供了解决方案概述、市场基本结构、按实施方法、地区、行业和公司类型划分的份额结构。我们将彙编并提供信息，例如针对行业利益相关者的建议。

目录

第1章分析概论

  • 竞争前景（2023 年）
  • 主要分析结果及结论

第2章市场概述

  • 市场定义和范围
  • 收入类型
  • 分析目标区域
  • 分析目标产业

第3章市占率分析

  • 市占率：整个市场
  • 市占率：依实施方法划分
    • 云
    • 本地
  • 市占率：依地区划分
    • 加拿大
    • 中欧和东欧
    • 日本
    • 拉丁美洲
    • 中东/非洲
    • 美国
    • 西欧
    • 亚洲（不包括日本和中国）(AxJC)
    • 中国
  • 市占率：依产业划分
    • 银行/金融服务
    • 电子/通讯
    • 零售/电子商务
    • 专业服务
    • 医疗/生命科学
    • 製造业
    • 媒体娱乐
    • 政府/公部门
    • 教育
    • 能源/公用事业/其他
    • 其他
  • 市场占有率：依客户类型划分
    • 中小企业
    • 大型公司

第 4 章分析师的建议

第5章附录

Product Code: QKS-02514

Quadrant Knowledge Solutions Reveals that Voice of Customer Market is Projected to Register a CAGR of 17.20 % by 2027.

Voice of Customer (VoC) is considered an integral part of an organization's customer engagement and retention strategy. The Voice of the Customer helps organization in shifting the focus from aggregate data to individual data. Brands are cognizant of the underlying potential of VoC platform in delivering superior customer experiences. The platform also emphasizes on the significance of closing the feedback and helps organizations in dealing with customer complaints. VoC develops a strategy that engages the entire organization, by allowing all departments to collaborate on a certain case and routing the respective complaints to appropriate department. Organizations are focusing on building VoC campaigns that can help them frame customer engagement strategies by understanding consumer demands. However, the objective of a VoC program is not limited to capturing and analyzing data. An effective VoC program should also help brands capture comprehensive data, produce accurate and reliable insights, analyze data, draw conclusions, and adopt the right measures to improve the customer experience.

With the rise in the number of data sources and customers expressing their feedback, pain points, reviews across multiple channels, gathering and analyzing such huge volumes of data is becoming a cumbersome task for enterprises. This challenging process engenders the need for VoC tools and platforms. It empowers organizations to derive more value from multiple data sources in an omnichannel environment and optimize engagement strategies to meet their CX needs. VoC tools or platforms help organizations build an effective voice of customer program that typically involves the collection of data through various sources and channels, analysis of the data to understand the customer expectations, and utilize the derived insights to take actions to improve the specific areas of business.

Brands are also looking at adopting an end-to-end approach to design VoC programs, gain advanced customer insights, and drive personalized engagements in an omnichannel environment. Organizations are increasingly adopting multiple VoC tools and applications, including traditional survey tools, enterprise & SMB VoC software, and website VoC tools, based on the priority of customer touchpoints. Many organizations have adopted several tools, including customer feedback, reviews, etc., that help capture the voice of their customers regarding their products or services. While capturing VoC through sources surveys, social media, online reviews, emails, live chats, and more is not new to organizations, brands are increasingly relying on customer feedback and conversations to improvise their customer experiences. As a result, users will have a more coordinated approach to improve the customer experience, overcoming difficulties, and driving business growth.

Quadrant Knowledge Solutions defines a Voice of the Customer (VoC) platform as, "A VoC platform is an integrated and comprehensive voice of customer solution that collects customer feedback (direct, indirect, and inferred) across various data sources in a multichannel environment, offers customer insights for analysis, and operationalizes customer experience insights. With effective execution, VoC tools can provide a robust CX framework to deliver improved customer experiences which are based on in-depth analysis of customer feedback."

Table of Contents

Chapter 01: Research Summary

  • 2023 Competition Outlook
  • Top Research Findings and Key Takeaways

Chapter 02: Market Overview

  • Market Definition and Scope
  • Revenue Type
  • Geographical Regions
  • Industry Verticals

Chapter 03: Market Share Analysis

  • Market Share by Total Market
  • Market Share by Deployment Type
    • Cloud
    • On-Premises
  • Market Share by Geographical Regions
    • Canada
    • Central & Eastern Europe
    • Japan
    • Latin America
    • Middle East & Africa
    • USA
    • Western Europe
    • Asia Ex-Japan China (AxJC)
    • China
  • Market Share by Industry Verticals
    • Banking and Financial Services
    • Electronics & Telecom
    • Retail and eCommerce
    • Professional Services
    • Healthcare and Life Sciences
    • Manufacturing
    • Media & Entertainment
    • Government and Public Sectors
    • Education
    • Energy & Utility Others
    • Others
  • Market Share by Customer Types
    • SMB
    • Large
    • Enterprise

Chapter 04: Analyst Recommendations

  • Analyst Recommendations

Chapter 05: Appendix

  • Research Methodologies

List of Tables

  • Table 1 : Market Share, Total Market, Worldwide
  • Table 2 : Market Share By Deployment Type, Worldwide
  • Table 3 : Market Share By Geographical Regions, USA
  • Table 4 : Market Share By Geographical Regions, Canada
  • Table 5 : Market Share By Geographical Regions, Latin America
  • Table 6 : Market Share By Geographical Regions, Western Europe
  • Table 7 : Market Share By Geographical Regions, Central & Eastern Europe
  • Table 8 : Market Share By Geographical Regions, MEA
  • Table 9 : Market Share By Geographical Regions, Asia ex. JPC
  • Table 10 : Market Share By Geographical Regions, Japan
  • Table 11 : Market Share By Geographical Regions, China
  • Table 12 : Market Share By Industry Vertical 1, Worldwide
  • Table 13 : Market Share By Industry Vertical 2, Worldwide
  • Table 14 : Market Share By Industry Vertical 3, Worldwide
  • Table 15 : Market Share By Industry Vertical 4, Worldwide
  • Table 16 : Market Share By Industry Vertical 5, Worldwide
  • Table 17 : Market Share By Industry Vertical 6, Worldwide
  • Table 18 : Market Share By Industry Vertical 7, Worldwide
  • Table 19 : Market Share By Industry Vertical 8, Worldwide

List of Figures

  • Fig. 1 Market Share of Voice of the Customer (VoC),, Worldwide, 2022
  • Fig. 2 Market Share of Voice of the Customer (VoC),, USA, 2022
  • Fig. 3 Market Share of Voice of the Customer (VoC),, Canada, 2022
  • Fig. 4 Market Share of Voice of the Customer (VoC),, Latin America, 2022
  • Fig. 5 Market Share of Voice of the Customer (VoC),, Western Europe, 2022
  • Fig. 6 Market Share of Voice of the Customer (VoC),, Central & Eastern Europe, 2022
  • Fig. 7 Market Share of Voice of the Customer (VoC),, Middle East & Africa, 2022
  • Fig. 8 Market Share of Voice of the Customer (VoC),, Asia excluding Japan and China, 2022
  • Fig. 9 Market Share of Voice of the Customer (VoC),, Japan, 2022
  • Fig. 10 Market Share of Voice of the Customer (VoC),, China, 2022
  • Fig. 11 Market Share of Voice of the Customer (VoC),, IT & Telecom Industry, 2022
  • Fig. 12 Market Share of Voice of the Customer (VoC),, Banking & Financial Services Industry, 2022
  • Fig. 13 Market Share of Voice of the Customer (VoC),, Insurance Industry, 2022
  • Fig. 14 Market Share of Voice of the Customer (VoC),, Healthcare Industry, 2022
  • Fig. 15 Market Share of Voice of the Customer (VoC),, Government & Public Sector, 2022
  • Fig. 16 Market Share of Voice of the Customer (VoC),, Retail & eCommerce, 2022
  • Fig. 17 Market Share of Voice of the Customer (VoC),, Manufacturing, 2022
  • Fig. 18 Market Share of Voice of the Customer (VoC),, Hospitality, 2022
  • Fig. 19 Market Share of Voice of the Customer (VoC),, On-premises Deployment, 2022
  • Fig. 20 Market Share of Voice of the Customer (VoC),, Cloud Deployment, 2022
  • Fig. 21 Market Share of Voice of the Customer (VoC),, SMB Customers, 2022
  • Fig. 22 Market Share of Voice of the Customer (VoC),, Large Customers, 2022
  • Fig. 23 Market Share of Voice of the Customer (VoC),, Enterprise Customers, 2022