Hi @Andy Chandler -- I'd be happy to provide more... strategy? tactics? templates? process? Although I hate to take the discussion out of GGR (in the hopes that others might be reading and have similar interests), I'm not sure if you have specific questions I can address so maybe best to connect live to discuss in more detail...? My direct email is steveb-at-waypointgroup.org to set up time to talk... or, if you can let me know what I can provide then happy to continue here...
Voice-of-Customer (VoC) should be viewed as a strategic effort that serves the needs of many parts of the company. CS generally leads the effort because CSMs should be using the feedback to improve the account's experience and use the "deep and wide" feedback in the account (i.e. trustworthy and representative, especially covering the stakeholder team) to drive Joint Success Planning (nay, "QBRs" which are often a waste of everyone's time as a backward-looking exercise). So while the CS team gets great insights into what's working ad what needs improvement in individual accounts, the rest of the business roll-ups to address the needs of specific cohorts, ideally linked to financials to make prioritization easier than just relying on the stats. Yes, it might be different work than what the team are doing now, but our view is that there's nothing more powerful than "I know..." statements based on the actual data rather than "I Think..." statements based on anecdotes.Hope we can continue the disucssion...
/Steve