Why a VOC program is necessary for B2B SaaS Company ?
We all understand why listening to customers are important as it helps to better understand customer needs and their sentiments. Taking actions on customers feedback helps in reduced churn, increase revenue, build better products, growth outcomes, promote brand advocacy, loyalty, build customer centric culture and many more.
And what stage someone should initiate to build it?
I think as soon as we have thought of our idea about the market / customer needs and started thinking about creating customer fit product, we should also start thinking to create the blue print of VOC mechanism to keep it in place to listen and act. The sooner the better as listening in your early stage of startup gives you a lot of feedback that really help to make your product better.
What are other thoughts and recommendation we can suggest to a growing B2B SaaS to get their management buying as to why they must have a VOC program and when they should start thinking about it?
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