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市場調查報告書
商品編碼
1445920

客戶之聲 (VoC)：全球市佔率 (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個工作天內

價格

預計到 2027 年，全球 VoC（客戶之聲）市場將以 17.20% 的複合年增長率成長。

VoC（客戶之聲）被認為是組織的客戶參與和保留策略的一個組成部分。 VoC 可協助組織將重點從聚合資料轉移到個人化資料。 品牌正在認識到 VoC 平台在提供卓越客戶體驗方面的潛力。 該平台還強調了結束回饋的重要性，並幫助組織解決客戶投訴。 VoC 部署涉及整個組織的策略，允許所有部門就特定案例進行協作，並將每個投訴發送給相應的部門。 組織正在專注於開展 VoC 活動，透過了解消費者需求來幫助他們制定客戶參與策略。 然而，VoC 程序的目的不僅僅是數據收集和分析。 有效的 VoC 計畫能夠讓品牌獲得全面的數據，形成準確可靠的洞察，分析數據，得出結論，並採取適當的措施來改善客戶體驗，這應該也會有所幫助。

隨著資料來源的激增以及客戶透過多個管道表達回饋、痛點和評論，收集和分析如此大量的資料可能成為企業的一件苦差事。它正在成為一項繁重的工作。 這個困難的過程產生了對 VOC 工具和平台的需求。 VoC 工具和平台可讓您從全通路環境中的多個資料來源中獲取更多價值，並優化您的參與策略以滿足您的 CX 需求。 VoC 工具和平台可協助組織建立有效的 VOC 計劃。 這些計劃通常透過各種來源和管道收集數據，分析數據以了解客戶期望，並利用由此產生的見解採取行動來改善業務的特定領域。

品牌也在考慮採用端到端方法來設計 VoC 計劃、獲得先進的客戶洞察並推動全通路環境中的個人化參與。Masu。 組織越來越多地採用多種 VoC 工具和應用程序，包括傳統調查工具、企業和小型企業 VoC 軟體以及基於客戶接觸點優先順序的網站 VoC 工具。 許多組織使用多種工具（例如客戶回饋和評論）來了解客戶對其產品和服務的評價。 透過來源研究、社群媒體、線上評論、電子郵件、即時聊天等了解VoC 對組織來說並不是什麼新鮮事，但品牌越來越依賴客戶回饋和對話來改善客戶體驗，它就是為此而設計的。 因此，使用者可以採取更具協作性的方法來改善客戶體驗、克服挑戰並推動業務成長。

本報告對 VoC（顧客之聲）平台的定義如下： "VoC 平台是一個整合且全面的客戶VoC 解決方案，可提供客戶洞察，以從多通路環境中的各種資料來源收集和分析VoC（直接、間接和推斷）。營運體驗洞察：透過有效執行， VoC 工具可以提供一個可靠的 CX 框架，根據對客戶回饋的詳細分析來提供改進的客戶體驗。"

本報告分析了全球 VoC（客戶之聲）市場的份額結構，提供了解決方案概述、市場基本結構、按實施方法、地區、行業和公司類型劃分的份額結構。我們將彙編並提供信息，例如針對行業利益相關者的建議。

目錄

第1章分析概論

  • 競爭前景（2023 年）
  • 主要分析結果及結論

第2章市場概述

  • 市場定義和範圍
  • 收入類型
  • 分析目標區域
  • 分析目標產業

第3章市佔率分析

  • 市佔率：整個市場
  • 市佔率：依實施方法劃分
    • 雲
    • 本地
  • 市佔率：依地區劃分
    • 加拿大
    • 中歐和東歐
    • 日本
    • 拉丁美洲
    • 中東/非洲
    • 美國
    • 西歐
    • 亞洲（不包括日本和中國）(AxJC)
    • 中國
  • 市佔率：依產業劃分
    • 銀行/金融服務
    • 電子/通訊
    • 零售/電子商務
    • 專業服務
    • 醫療/生命科學
    • 製造業
    • 媒體娛樂
    • 政府/公部門
    • 教育
    • 能源/公用事業/其他
    • 其他
  • 市場佔有率：依客戶類型劃分
    • 中小企業
    • 大型公司

第 4 章分析師的建議

第5章附錄

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