{"id":32349,"date":"2019-11-09T15:31:51","date_gmt":"2019-11-09T20:31:51","guid":{"rendered":"https:\/\/glg.tempsite.space\/articles\/voc-research-the-cloud-2\/"},"modified":"2025-05-28T13:00:51","modified_gmt":"2025-05-28T17:00:51","slug":"voc-research-the-cloud","status":"publish","type":"insight-article","link":"https:\/\/glginsights.com\/zh-hans\/articles\/voc-research-the-cloud\/","title":{"rendered":"\u4e91\u7aef\u5ba2\u6237\u4e4b\u58f0 (VoC) \u7814\u7a76"},"content":{"rendered":"<p><strong><em>\u8bc6\u522b\u5ba2\u6237\uff0c\u5728\u4ee5\u524d\u5341\u5206\u7b80\u5355\u660e\u4e86\uff0c\u5982\u4eca\uff0c\u5374\u6bd4\u4ee5\u5f80\u4efb\u4f55\u65f6\u5019\u90fd\u66f4\u52a0\u590d\u6742\u3002<\/em><\/strong><\/p>\n<p>\u66fe\u51e0\u4f55\u65f6\uff0c\u79d1\u6280\u8425\u9500\u4eba\u5458\u7684\u8425\u9500\u5bf9\u8c61\u53ea\u662f\u6280\u672f\u91c7\u8d2d\u51b3\u7b56\u8005\u3002\u8861\u91cf\u8fd9\u4e2a\u7fa4\u4f53\u7684\u610f\u89c1\u4f3c\u4e4e\u5f88\u7b80\u5355\u3002\u6536\u5165\u3001\u5ba2\u6237\u6d41\u5931\u7387\u7b49\u6307\u6807\u8db3\u4ee5\u53cd\u6620\u91c7\u8d2d\u8005\u5bf9\u4ea7\u54c1\u7684\u6001\u5ea6\u3002\u4e0d\u8fc7\uff0c\u4ecd\u6709\u90e8\u5206\u4f01\u4e1a\u610f\u8bc6\u5230\u9700\u8981\u66f4\u6df1\u5165\u7684\u6d1e\u89c1\uff0c\u4e8e\u662f\uff0c\u4ed6\u4eec\u5f00\u5c55\u4e86\u5ba2\u6237\u4e4b\u58f0 (VoC) \u7814\u7a76\uff0c\u5305\u62ec\u51c0\u63a8\u8350\u503c (NPS) \u8c03\u7814\u548c\u76f4\u63a5\u5ba2\u6237\u8bbf\u8c08\u3002<\/p>\n<p>\u4f46\u65f6\u4ee3\u5df2\u7136\u6539\u53d8\u3002\u968f\u7740\u4e91\u8ba1\u7b97\u7684\u51fa\u73b0\uff0cSaaS \u8425\u9500\u4eba\u5458\u518d\u4e5f\u4e0d\u80fd\u4f9d\u8d56\u5c01\u95ed\u7684\u6280\u672f\u91c7\u8d2d\u751f\u6001\u63d0\u4f9b\u7684\u6709\u9650\u53cd\u9988\u3002<\/p>\n<p><strong>\u4e0d\u518d\u4ec5\u5173\u4e4e\u6280\u672f\u91c7\u8d2d\u51b3\u7b56\u8005<\/strong><\/p>\n<p>\u4ea7\u54c1\u8425\u9500\u56e2\u961f\u6df1\u77e5\uff0c\u5982\u4eca\u5b8c\u6210\u9500\u552e\u4ea4\u6613\u9700\u8981\u89e6\u8fbe IT \u90e8\u95e8\u4e4b\u5916\u7684\u66f4\u591a\u89d2\u8272\uff0c\u901a\u5e38\u662f\u7531\u4e0d\u540c\u804c\u80fd\u90e8\u95e8\u7684\u4eba\u5458\u7ec4\u6210\u7684\u51b3\u7b56\u59d4\u5458\u4f1a\uff08\u6839\u636e CEB \u7814\u7a76\u6570\u636e\uff0c\u5e73\u5747\u9700\u8981\u89e6\u8fbe 7 \u4e2a\u4eba\uff09\u3002\u6210\u4ea4\u7684\u5173\u952e\u5728\u4e8e\uff1a\u5728\u6b63\u786e\u7684\u65f6\u95f4\uff0c\u4ee5\u6070\u5f53\u7684\u5185\u5bb9\u8bf4\u670d\u6240\u6709\u76f8\u5173\u65b9\u3002<\/p>\n<p>\u5728\u6700\u8fd1\u7684\u00a0<a href=\"https:\/\/soundcloud.com\/a16z\/academia-industry-leading-matters\" rel=\"nofollow noopener\" target=\"_blank\">a16z \u64ad\u5ba2<\/a>\u4e2d\uff0cAlphabet \u73b0\u4efb\u8463\u4e8b\u957f\u3001\u65af\u5766\u798f\u5927\u5b66\u524d\u6821\u957f John Hennessy \u4e0e\u5609\u5bbe\u63a2\u8ba8\u4e86\u8fd9\u4e00\u4e3b\u9898\u3002\u4ed6\u6307\u51fa\uff0c\u4f01\u4e1a\u8fc7\u53bb\u53ea\u9700\u89e3\u51b3\u6700\u7ec8\u7528\u6237\u7684\u7279\u5b9a\u75db\u70b9\uff0c\u4f46\u968f\u7740\u51b3\u7b56\u59d4\u5458\u4f1a\u7684\u89c4\u6a21\u6269\u5927\u548c\u591a\u5143\u5316\uff0c\u201c\u2026\u9884\u6d4b[\u5ba2\u6237\u75db\u70b9]\u53d8\u5f97\u6781\u5176\u56f0\u96be\u201d\uff0c\u56e0\u4e3a\u6d89\u53ca\u7684\u4eba\u5458\u592a\u591a\u4e86\u3002<\/p>\n<p>\u5176\u4ed6\u5609\u5bbe\u8868\u793a\u8ba4\u540c\u3002\u5728\u57fa\u4e8e\u4e91\u7684 SaaS \u4f01\u4e1a\uff0c\u201d\u90e8\u95e8\u7ea7\u91c7\u8d2d\u201d\u8d8b\u52bf\u6b63\u5728\u52a0\u901f\u3002Hennessey \u5f3a\u8c03\uff0c\u771f\u6b63\u7684\u51b3\u7b56\u5df2\u8f6c\u53d8\u4e3a\u201d\u81ea\u4e0b\u800c\u4e0a\u201d\u7684\u8fc7\u7a0b\uff0c\u5ba1\u6838 SaaS \u89e3\u51b3\u65b9\u6848\u7684\u59d4\u5458\u4f1a\u6210\u5458\u73b0\u5728\u8fdc\u4e0d\u6b62\u6280\u672f\u91c7\u8d2d\u51b3\u7b56\u8005\u3002<\/p>\n<p><strong>\u5ba2\u6237\u4e4b\u58f0 vs \u5e02\u573a\u4e4b\u58f0<\/strong><\/p>\n<p>\u82f9\u679c\u516c\u53f8\u662f\u5168\u7403\u516c\u8ba4\u7684\u6700\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u4f01\u4e1a\u4e4b\u4e00\u3002Steve Jobs \u66fe\u7ecf\u8bf4\u8fc7\uff1a\u201c\u8981\u6bd4\u4ee5\u5f80\u66f4\u8d34\u8fd1\u5ba2\u6237\uff0c\u8fd1\u5230\u80fd\u5148\u4e8e\u4ed6\u4eec\u81ea\u5df1\u53d1\u73b0\u9700\u6c42\u3002\u201d<\/p>\n<p>Jobs \u5f88\u6709\u89c1\u5730\uff0c\u4f46\u4ed6\u7684\u7406\u5ff5\u5982\u4eca\u770b\u6765\u4ecd\u6709\u5c40\u9650\u3002<\/p>\n<p>&nbsp;<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone wp-image-90325 \" src=\"https:\/\/glginsights.com\/wp-content\/uploads\/2025\/05\/VoC-CN.jpg\" alt=\"\" width=\"698\" height=\"219\" srcset=\"https:\/\/glginsights.com\/wp-content\/uploads\/2025\/05\/VoC-CN.jpg 602w, https:\/\/glginsights.com\/wp-content\/uploads\/2025\/05\/VoC-CN-300x94.jpg 300w\" sizes=\"(max-width: 698px) 100vw, 698px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>\u82e5\u60a8\u7684\u5ba2\u6237\u4e4b\u58f0 (VoC) \u7814\u7a76\u4ec5\u5c40\u9650\u4e8e\u73b0\u6709\u751f\u6001\u5708\uff0c\u5b9e\u8d28\u4e0a\u5c31\u662f\u5c06\u81ea\u8eab\u56f0\u4e8e\u201d\u4fe1\u606f\u8327\u623f\u201d\u5185\u3002<\/p>\n<p>\u8fd9\u79cd\u5c01\u95ed\u5f0f\u8c03\u7814\u53ea\u80fd\u83b7\u5f97\u6709\u504f\u5dee\u7684\u7ed3\u679c\uff1a\u5b83\u4ec5\u4ec5\u53cd\u6620\u4e86\u6ee1\u610f\u5ba2\u6237\u7684\u89c2\u70b9\u3002\u60a8\u9700\u8981\u7a81\u7834\u751f\u6001\u8fb9\u754c\uff0c\u4e3b\u52a8\u63a5\u89e6\u6f5c\u5728\u5ba2\u6237\u3001\u6d41\u5931\u5ba2\u6237\u3001\u7ade\u54c1\u7528\u6237\uff0c\u4e43\u81f3\u7ade\u4e89\u5bf9\u624b\u7684\u5f00\u53d1\u56e2\u961f\u3002\u552f\u6709\u5982\u6b64\uff0c\u624d\u80fd\u8046\u542c\u5230\u771f\u5b9e\u5b8c\u6574\u7684\u5e02\u573a\u4e4b\u58f0\u3002<\/p>\n<p><strong>\u5236\u5b9a\u66f4\u660e\u667a\u7684\u51b3\u7b56<\/strong><\/p>\n<p>Hennessy \u5728\u64ad\u5ba2\u4e2d\u5f3a\u8c03\uff1a\u201c\u590d\u6742\u7ec4\u7ec7\u4e2d\u7684\u6240\u6709\u51b3\u7b56\u90fd\u662f\u7070\u5ea6\u51b3\u7b56\uff0c\u5fc5\u987b\u5b66\u4f1a\u5728\u8fd9\u79cd\u73af\u5883\u4e2d\u4ece\u5bb9\u51b3\u65ad\u3002\u201d\u800c\u5ba2\u6237\u4e4b\u58f0\u7814\u7a76\u7684\u6838\u5fc3\u4ef7\u503c\uff0c\u6b63\u662f\u4e3a\u8fd9\u7c7b\u51b3\u7b56\u63d0\u4f9b\u4f9d\u636e\u3002<\/p>\n<p>\u4f46\u4e0d\u662f\u6bcf\u4e2a\u4eba\u90fd\u5728\u8fd9\u6837\u505a\u3002\u6839\u636e GLG \u7684\u6700\u65b0\u8c03\u7814\uff0c\u5728\u5f00\u5c55 VoC \u7814\u7a76\u7684\u4ea7\u54c1\u8425\u9500\u4eba\u5458\u4e2d\uff1a98% \u4ec5\u4ece\u81ea\u5df1\u7684\u73b0\u6709\u5ba2\u6237\u4e2d\u6536\u96c6\u6570\u636e\uff0c\u8fd9\u7c7b\u6570\u636e\u5bf9\u6218\u7565\u51b3\u7b56\u7684\u63a8\u52a8\u4f5c\u7528\u5fae\u4e4e\u5176\u5fae\uff1b53% \u7684\u7814\u7a76\u4eba\u5458\u5e0c\u671b\u542c\u5230\u6f5c\u5728\u5ba2\u6237\u7684\u58f0\u97f3\uff1b41% \u5e0c\u671b\u4e0e\u6d41\u5931\u5ba2\u6237\u5bf9\u8bdd\uff08\u8fd9\u662f\u4e24\u4e2a\u81f3\u5173\u91cd\u8981\u7684\u7fa4\u4f53\uff09\u3002\u8fd9\u610f\u5473\u7740\uff0c\u5bf9\u4e8e\u81f3\u5c11\u4e00\u534a\u7684\u53d7\u8bbf\u8005\u6765\u8bf4\uff0cVoC \u7814\u7a76\u4e0d\u80fd\u652f\u6491\u51b3\u7b56\u4fe1\u5fc3\u3002<\/p>\n<p>\u77e5\u9053\u5b58\u5728\u95ee\u9898\u662f\u89e3\u51b3\u95ee\u9898\u7684\u7b2c\u4e00\u6b65\u3002\u6b63\u5982 Hennessey \u6240\u8a00\uff0c\u9884\u6d4b\u4ea7\u54c1\u6216\u89e3\u51b3\u65b9\u6848\u7684\u5e02\u573a\u8868\u73b0\u672c\u5c31\u4e0d\u53ef\u80fd\u3002\u4efb\u4f55\u9884\u6d4b\u3001\u731c\u6d4b\u6216\u5047\u8bbe\u90fd\u65e0\u6d4e\u4e8e\u4e8b\u3002\u5fc5\u987b\u57fa\u4e8e\u6240\u6709\u5ba2\u6237\u7684\u9700\u6c42\u505a\u51fa\u51b3\u7b56\u3002\u4e3a\u6b64\uff0c\u60a8\u5c31\u9700\u8981\u5efa\u7acb\u8986\u76d6\u5ba2\u6237\u751f\u6001\u5185\u5916\u51b3\u7b56\u8005\u548c\u5f71\u54cd\u8005\u7684\u4fe1\u606f\u6536\u96c6\u7f51\u7edc\u3002<\/p>\n<p><strong><em>\u4e0b\u8f7d\u300a<\/em><\/strong><a href=\"https:\/\/success.glg.it\/VoiceofCustomer.html\" rel=\"nofollow noopener\" target=\"_blank\"><strong><em>\u5ba2\u6237\u4e4b\u58f0\u7814\u7a76\uff1a\u5b8c\u5168\u6307\u5357<\/em><\/strong><\/a><strong><em>\u300b\uff0c\u89e3\u9501\u9876\u7ea7\u5ba2\u6237\u4e4b\u58f0\u9879\u76ee\u7684\u6700\u4f73\u5b9e\u8df5\u79d8\u7c4d\u3002<\/em><\/strong><\/p>\n<p><strong><em>Elizabeth \u7b80\u4ecb<\/em><\/strong><\/p>\n<p><strong>Elizabeth Grausam<\/strong>\u00a0\u73b0\u4efb GLG \u4f01\u4e1a\u5e02\u573a\u90e8\u4e3b\u7ba1\uff0c\u8d1f\u8d23\u7ba1\u7406\u5de5\u4e1a\u3001\u79d1\u6280\u548c\u751f\u547d\u79d1\u5b66\u9886\u57df\u7684\u7814\u7a76\u3001\u9500\u552e\u548c\u6218\u7565\u5de5\u4f5c\u3002\u5979\u7684\u804c\u4e1a\u751f\u6daf\u59cb\u4e8e\u9ad8\u76db\u96c6\u56e2 (Goldman Sachs)\uff0c\u66fe\u4efb\u79d1\u6280\u884c\u4e1a\u5356\u65b9\u80a1\u7968\u5206\u6790\u5e08\u3002\u5728\u52a0\u5165 GLG \u4e4b\u524d\uff0cLiz \u66fe\u62c5\u4efb Amdocs Limited\uff08\u901a\u4fe1\u4e0e\u5a92\u4f53\u884c\u4e1a\u9886\u5148\u7684\u8f6f\u4ef6\u53ca\u670d\u52a1\u63d0\u4f9b\u5546\uff09\u7684\u4f01\u4e1a\u6218\u7565\u4e0e\u6295\u8d44\u8005\u5173\u7cfb\u90e8\u4e3b\u7ba1\u3002Liz \u62e5\u6709\u54c8\u4f5b\u5927\u5b66\u7269\u7406\u5b66\u5b66\u58eb\u5b66\u4f4d\u3002<\/p>\n","protected":false},"author":9,"featured_media":14459,"template":"","insight-type":[1734],"insights-tag":[],"insights-category":[1840],"class_list":["post-32349","insight-article","type-insight-article","status-publish","has-post-thumbnail","hentry","insight-type-articles","insights-category-corporate-firms-zh-hans"],"_links":{"self":[{"href":"https:\/\/glginsights.com\/zh-hans\/wp-json\/wp\/v2\/insight-article\/32349","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/glginsights.com\/zh-hans\/wp-json\/wp\/v2\/insight-article"}],"about":[{"href":"https:\/\/glginsights.com\/zh-hans\/wp-json\/wp\/v2\/types\/insight-article"}],"author":[{"embeddable":true,"href":"https:\/\/glginsights.com\/zh-hans\/wp-json\/wp\/v2\/users\/9"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/glginsights.com\/zh-hans\/wp-json\/wp\/v2\/media\/14459"}],"wp:attachment":[{"href":"https:\/\/glginsights.com\/zh-hans\/wp-json\/wp\/v2\/media?parent=32349"}],"wp:term":[{"taxonomy":"insight-type","embeddable":true,"href":"https:\/\/glginsights.com\/zh-hans\/wp-json\/wp\/v2\/insight-type?post=32349"},{"taxonomy":"insights-tag","embeddable":true,"href":"https:\/\/glginsights.com\/zh-hans\/wp-json\/wp\/v2\/insights-tag?post=32349"},{"taxonomy":"insights-category","embeddable":true,"href":"https:\/\/glginsights.com\/zh-hans\/wp-json\/wp\/v2\/insights-category?post=32349"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}