Voice of Customer programs, insight synthesis, and advocacy activation
Installation
npx claude-plugins install @gtmagents/gtm-agents/voice-of-customer
Contents
Folders: agents, commands, skills
Included Skills
This plugin includes 4 skill definitions:
advocacy-roster-system
Scoring and governance framework for managing reference customers and
View skill definition
Advocacy Roster System Skill
When to Use
- Building or refreshing reference customer pools and advisory boards.
- Evaluating which customers are ready for public storytelling or beta participation.
- Monitoring engagement health and risk signals for active advocates.
Framework
- Scoring Model – satisfaction, product breadth, results achieved, relationship strength, legal clearance.
- Engagement Calendar – cadence for check-ins, stories, events, and feedback loops.
- Risk Monitoring – signals for overuse, upcoming renewals, competitive threats.
- Compliance Layer – NDAs, consent tracking, brand guidelines, incentive policies.
- Reporting – dashboards for advocate pipeline, coverage by persona/industry, and influence on revenue.
Templates
- Roster spreadsheet/Notion DB with scoring, health, assignments.
- Advocate briefing doc with key facts, proof points, and guardrails.
- Quarterly council recap + next-step template.
Tips
- Limit outreach frequency and segment advocates to avoid fatigue.
- Align with CS/AM owners before committing customers to references.
- Pair with
activate-advocacy-programcommand for turnkey campaign launch.
closed-loop-playbook
Governance system for routing VoC insights to owners and tracking follow-through.
View skill definition
Closed-Loop Playbook Skill
When to Use
- After synthesizing VoC insights that require cross-functional action.
- During QBRs or ELT reviews to show status of customer commitments.
- Whenever audit trails are required for compliance or customer councils.
Framework
- Intake – capture insight ID, driver, severity, customer(s), and evidence link.
- Routing – assign accountable owner, supporting squad, and due date.
- Action Plan – define mitigation plan, success criteria, and measurement method.
- Communication – schedule updates to customers, exec sponsors, and internal stakeholders.
- Retrospective – log outcomes, lessons, and whether additional listening is needed.
Templates
- Action register (spreadsheet/Notion/Jira) with status automation.
- Customer commitment digest template for AM/CS teams.
- SLA matrix by issue severity and customer tier.
Tips
- Integrate with ticketing/project systems to avoid duplicate tracking.
- Highlight blockers early; exec sponsors can unblock resources fast.
- Close the loop with customers even when timelines slip—transparency builds trust.
customer-feedback-taxonomy
Standardized tagging schema for personas, lifecycle stages, drivers,
View skill definition
Customer Feedback Taxonomy Skill
When to Use
- Normalizing surveys, interviews, support logs, or community chatter before synthesis.
- Auditing existing VoC datasets for drift or inconsistencies.
- Onboarding new teams to shared tagging standards.
Framework
- Persona Layer – map ICP, role, and influence level.
- Lifecycle Layer – awareness, onboarding, adoption, expansion, renewal, advocacy.
- Driver Layer – product, service, pricing, experience, relationship, outcomes.
- Sentiment Layer – strength, urgency, confidence, sample size.
- Metadata Layer – ARR, region, industry, channel, last touch.
Templates
- CSV/Sheet taxonomy with dropdowns and validation rules.
- JSON schema for tagging automation or webhook ingestion.
- Governance checklist for quarterly taxonomy refresh.
Tips
- Keep taxonomy lean (<30 drivers) to encourage adoption.
- Version every change so historical analyses remain comparable.
- Pair with
run-voc-listening-tourto auto-tag new signals.
signal-correlation-workbench
Toolkit for linking VoC feedback with telemetry, revenue, and operational
View skill definition
Signal Correlation Workbench Skill
When to Use
- Quantifying the impact of qualitative feedback on churn, expansion, and adoption.
- Connecting support data, product usage, and survey responses into a unified narrative.
- Testing hypotheses about leading indicators for customer health.
Framework
- Data Inventory – list all relevant sources (surveys, NPS, CSAT, telemetry, CRM, finance).
- Join Strategy – map IDs/keys, sampling windows, and normalization rules.
- Correlation Analysis – evaluate relationships (Pearson/Spearman), cohort comparisons, regression snippets.
- Signal Strength Scoring – combine volume, recency, severity, and revenue exposure.
- Insight Packaging – translate stats into plain language, visuals, and actionable levers.
Templates
- SQL/notebook snippets for merging VoC tags with product/CRM tables.
- Dashboard layout showing signal volume vs impact.
- Experiment tracker linking hypotheses to validated outcomes.
Tips
- Watch for survivor bias; include lost customers when possible.
- Flag data quality caveats prominently to maintain trust.
- Pair with
synthesize-voc-insightsto auto-embed correlations into narratives.