Voice of the Customer (VoC) is a term used in project management to describe the process of gathering and understanding customer needs, expectations, and preferences so that a product or service can be made that meets or exceeds their needs.
In short, the Voice of the Customer is an important part of project management that can help project teams deliver a product or service that meets or exceeds customer expectations and also gives valuable information about customer needs and preferences.
It shows what customers want and need from a product or service. By understanding VoC, project managers can create requirements that match customer needs and design a product or service that meets or exceeds customer expectations.
Some of the techniques used to collect the VoC may be the following.
- Survey
- Focus Group
- Interview
- Direct Feedback
The information that was gathered can be analyzed to find out what the most important customer needs, preferences, and pain points are. This can help the project team decide what to do next.
The Voice of the Customer can help project teams in several ways, some of which are mentioned below, thus helping the team to do more than just learn about customer needs and preferences.
- Find holes and openings in the market.
- Develop targeted marketing and sales strategies
- Put product features and functions in order of importance
Gain an edge over your competitors by giving customers a product or service that meets or exceeds their expectations.
Usage
It is used in requirement management, and stakeholder (customer) management
