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Evaluating Your Customer Focused Teams: VoC Research Report

Voice of the Customer (VoC) is a customer-driven feedback process that enables account managers to be evaluated on a customized set of metrics approved by the Organizationu2019s leadership team relative to their competitors. Here is an overview of the objectives, the research approach, and the benchmark metrics used by The Brooks Group in the VoC research report.<br>Learn more here -<br>https://thebrooksgrouponline.com/training-programs/large-account-management-training/<br>https://thebrooksgrouponline.com/services/healthcare-market-research/voice-of-the-customer/

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Evaluating Your Customer Focused Teams: VoC Research Report

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  1. Measuring Success Evaluating Your Customer Focused Teams Prepared by: The Brooks Group

  2. Voice of the Customer Research Inspiring Better Results Through Innovation: The Brooks Group Capabilities

  3. VOC Assessment for Account Management Team Members Personnel Assessment Report VOC is a customer-driven feedback process which enables account manager’s to be evaluated on a customized set of metrics approved by Organization’s leadership team relative to their competitors 3

  4. VOC Research Overview and Approach Research Overview 2021 VOC Benchmark Metrics Objectives • Gauge targeted customers’ experiences and perceptions of account managers and management of their account • Determine priorities for skill and knowledge enhancement by identifying strengths and areas for improvement • Adjust account management plans to better meet customers’ needs • Evaluate account manager best practices to disseminate • Understand performance gaps, and develop ideas to close them Research Approach • Data for this primary research collected through web-based and mail surveys • All participants are from customer’s targeted accounts • Metrics can be customized based on organizational competencies

  5. Customers Identified Critical Important Issues… Check six (6) that matter most to you when assessing an account manager. Your evaluation should be independent of your view (positive or negative) of J&J and based solely on the Account Manager’s performance. Total Sample: n=166 5

  6. VOC: Individual Reports Individual reports will be developed to provide targeted feedback & can provide input into a company’s annual review process. 2021

  7. Bespoke Survey Development The survey development process for the Voice of the Customer survey is a very iterative process The Brooks Group will work with you to ensure we understand the focus and desired knowledge sought to gain in the research assessment The survey can be geared to the individual team members themselves. That allows us to easily “roll-up” the data sets under Managed Markets & Patient Services as well as the team as a whole We can also look to include questions seeking direct insights about your company overall and its performance vs the competition All research is completed with the mindset of an iterative development process to ensure we meet your needs

  8. Next Steps Peter Haines Director, Business Development Peter.Haines@thebrooksgrouponline.com267.882.8627

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