Voice of the Customer (VOC) surveys, traditionally viewed as tools focused on improving products, have evolved into powerful systematic ongoing cross functional initiatives led by Customer Success. In this session, we’ll explore how a CS-driven VOC strategy, powered by 6 key metrics, (including NPS), can uncover and quantify internal improvement opportunities and external signs of customer value, satisfaction and risk. Learn how to: - Structure VOC programs that focus on benefits for customers, as well as benefits for internal product, support, sales and services and executive leadership teams - Translate VOC results into actionable internal improvement insights and external customer value gained vs expected insights - Leverage VOC results to strengthen and deepen customer relationships - Incorporate VOC best practices, tips and tricks to maximize success and avoid common pitfalls Whether you're launching a VOC program or evolving an existing one, this session offers practical and proven approaches to improve customer outcomes and your organizational annual revenue retention rate.