You have decided to become a customer centric organization.  Various meetings and discussions are held about the subject and yet different participants have different meanings and understandings of what a customer centric organization should be and what the operating model actually is.  How clearly do we understand that there is a tight correlation between measuring, analyzing, integrating and monitoring VOC?  Do we know how well we measure, how robust our analysis is, what the quality of actionable intelligence is, how effective we are in integrating that intelligence into the various dimensions of business including people, process, strategy, technology and how sophisticated our management of it all is?  Why are we not getting the results that we projected or expected?