Voice of the Customer

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Voice of the Customer by Mind Map: Voice of the Customer

1. Touch Points

1.1. Online Survey

1.1.1. Customer Support

1.1.1.1. Report

1.1.1.2. All BUs

1.1.2. Professional Service

1.1.2.1. Report

1.1.2.2. GMBU only

1.1.3. Educational Service

1.1.3.1. Report

1.1.3.2. Online, Classroom Not in Data Set

1.1.3.3. All BUs

1.2. Phone Interview

1.2.1. Win/Loss Report

1.2.1.1. Excel w/links to reports

1.2.2. IBU Low NPS or CSAT Scores

1.2.3. IBU eTapestry Customer Calls

1.3. Annual Survey

1.3.1. Quarterly Report by BU and Product, Trends

1.4. Invoice, Collections, Disputes

1.5. Upgrade, Downgrade Renewals

1.6. Cancellation

1.7. Products

1.7.1. Idea Bank

1.8. Client Visits

1.9. IBU Customer Satisfaction User Groups

1.10. Community Managers

1.10.1. Luminate Kent Gilliam

1.10.2. Altru Kristen Gastaldo

1.11. Marketing

1.11.1. Phone contact after product installed

2. Methodologies

2.1. NPS

2.2. CSAT

2.3. NSAT

2.4. Walker Loyalty Matrix

3. Costs

3.1. 15,000 Touch Point Surveys

3.1.1. Cost

3.1.1.1. FTEs

3.2. Walker

3.2.1. Cost

3.2.1.1. FTEs

3.3. 8,000 Annual Survey Response

3.3.1. Cost

3.3.1.1. FTEs

4. Segments

4.1. Products

4.2. Hosted vs Non-Hosted

4.3. Departments

4.3.1. Professional Services

4.3.2. Customer Support

4.3.3. Sales

4.3.4. Finance

4.3.5. Products

4.3.6. SDO

4.4. Business Units

4.4.1. IBU

4.4.2. GMBU

4.4.2.1. Contribution

4.4.3. ECBU

4.4.3.1. Contribution

4.4.4. Blackbaud Overall

4.5. Customers with multiple products

4.6. New Product Launch

5. Customer Lifecycle

5.1. Reach

5.2. Acquire

5.3. Develop

5.4. Retain

5.5. Advocacy

6. Actions

6.1. Business Units

6.1.1. ECBU Ryan Scapelleto

6.1.2. GMBU Mallory Gilbert

6.1.2.1. Loyalty Council (No longer in existence)

6.1.2.2. User Experience

6.1.2.3. EC

6.1.3. IBU Elliott Gowans

6.1.3.1. BBE Core Management Team

7. Analysis

7.1. Correlations

7.2. Trends

8. Metrics

8.1. Disputed AR

8.2. Retention Rate

8.3. Customer Lifetime Value

8.3.1. accounting data

8.4. Win/Loss Rate

8.5. Idea Bank Suggestions Implemented

9. Feedback to Customer

9.1. Text in email for next survey tells what we did