Campbell, CA (PRWEB) November 2, 2005
The Phelon Group, a strategic consultancy helping enterprise technology companies better understand and monetize customer relationships, announced today the launch of its new “Voice of the Customer” (VOC) practice. To kick-off its new practice, The Phelon Group will host a complimentary tele-seminar on November 9, 2005, at 10 a.m. PST. Topics will include adopting VOC insight to affect organization-wide change and turning customer research and data points into strategy and ROI. For more information or to register, visit http://registration.intercall.com/menu.php?short_name=phelongroup&page=events.
Interested parties who miss the live conference can access the archive at http://www.phelongroup.com.
According to Phelon Group founding partner Promise Phelon, the firm’s new VOC practice was born through client demand; it is a formalization, growth and extension of the firm’s existing skill-sets, relationships, tools and customer expertise. To show its commitment to its clients VOC efforts, the firm has also added to its team two new senior consultants who represent many years of industry experience, Six Sigma Black Belt qualification and the learning that comes from leading successful VOC campaigns and initiatives.
“Client response to our VOC initiatives and the measurable results they bring has been overwhelmingly positive,” said Phelon. “By formalizing our VOC practice area and by on-boarding an established VOC expert as practice leader, we’re poised to continue to meet and exceed the expectations of our quickly growing and diverse client base.”
Traditional VOC represents all the activities and processes related to gathering, understanding and applying the feedback, opinions and perceptions of customers. According to The Phelon Group, however, traditional approaches to VOC have yielded only limited results.
“Most people think VOC and think only of research and data,” said Phelon. “We not only approach the research differently but, also, we know how to use the results of that research to affect change throughout a company.”
Typical Phelon Group VOC-related initiatives have led to results such as improved internal interfaces between key business functions, higher reference conversion, optimized marketing budgets, and enhanced strategic customer relationships and in-account sales.
The Phelon Group’s new VOC practice is built around a suite of results-oriented tools and services such as VOC framework and strategy development engagements; VOC process assessment, mapping and gap identification; VOC metric selection and measurement; and VOC research, analysis and recommendations. According to Phelon, two tools in particular differentiate The Phelon Group from other firms offering traditional VOC services: the Customer Perception Audit and Prospect Intelligence, both of which were developed in-house.
“What we do through the Customer Perception Audit, and through Prospect Intelligence and our other VOC offerings, is to effectively move marketing into a more strategic position,” said Phelon. “The voice of the customer is powerful stuff in marketing’s hands; we show marketing leaders how to use it cross-functionally for the benefit of both their company and customers.”
Liz Caracciolo, the firm’s new VOC practice leader and host of The Phelon Group’s complimentary VOC tele-seminar, agrees. “It’s exciting to be at the forefront of the VOC movement and to help The Phelon Group extend this unique set of offerings to technology companies,” she said. “Yesterday, voice-of-the-customer techniques generated only interesting tidbits and talking points. Today, they’re the basis for good decision-making; they’re affecting norms and profitability.”
About The Phelon Group
The Phelon Group is a strategic consultancy that has established itself as a major force in the creation of mutually beneficial customer relationship programs and initiatives. Its work helps enterprise technology companies better understand and monetize customer relationships for high-impact marketing and positive word-of-mouth, for increased revenue streams and faster sales cycles, and for a competitive edge in the marketplace. Since its founding in 2002, The Phelon Group has conducted successful projects and engagements for leading enterprise solution providers such as Adobe, Hewlett Packard, EDS, Amdocs and EMC Corporation. For more information, please visit http://www.phelongroup.com.