Vendre plus et vendre mieux : le VoC au service de votre matrice BCG
La matrice BCG a été utilisée depuis longtemps pour mesurer l’influence et le succès d’un produit sur le marché. Elle permet surtout de catégoriser les produits en fonction de leur succès et ainsi, de prendre les décisions qui s’imposent par rapport à eux.
Cependant, la catégorisation elle-même ainsi que les décisions qui s’en suivent peuvent s’avérer problématique.
Comment être sûr qu’un produit dont les ventes stagnent aujourd’hui, par exemple, sera un moteur de croissance pour l’entreprise demain ou qu’il constituera un poids mort ?
En fait, le doute est toujours permis sauf lorsque la réponse est donnée par vos clients eux-mêmes. L’écoute de la voix de vos clients (Voice of Customer ou VoC) vous permettra donc d’agir au mieux dans vos domaines d’activités stratégiques.
Opter pour une stratégie VoC permet tout d’abord de catégoriser avec une marge d’erreur minimale vos produits selon la classification proposée par la matrice BCG. Mais avant d’aller dans les détails dans ce lien, il convient de faire un rappel théorique sur ces deux sujets.
Les basiques du lien entre VoC et la matrice BCG
Qu’est-ce que le VoC ?
Il s’agit d’une stratégie basée sur l’écoute, la collecte et l’analyse des avis clients afin d’en faire la base pour agir et prendre des décisions au sein de l’entreprise.
Le VoC implique donc pratiquement de créer un espace dans lequel le client pourra librement s’exprimer et dans lequel l’entreprise pourra lui poser les questions qu’elle estime nécessaires à son développement.
La matrice BCG
La matrice BCG évalue à quel point un marché a été réceptif par rapport à chacun de vos produits.
Ainsi, la matrice BCG permet de classer vos produits en 4 catégories :
1/ Les produits vaches à lait, c’est-à-dire ceux qui sont déjà matures sur le marché, qui ont une clientèle fidèle et stable (ex : MacBook d’Apple) ;
2/ Les produits vedettes qui sont des produits encore en pleine croissance. Ils semblent être tout indiqué pour devenir vos prochaines vaches à lait (ex : I-phone);
3/ Les produits dilemmes, ceux qui quelque temps après leur lancement, laissent planer le doute quant à leurs futurs (ex : I-watch);
4/ Les produits poids mort dont la vente est en déclin et pour lesquelles, l’entreprise envisage une cessation de production (ex : I-pod).
VoC : pour donner les éléments d’informations de la matrice BCG
Le premier apport d’une stratégie VoC est donc de permettre la catégorisation de vos produits. Il est vrai que le rapport entre l’argent investi et le chiffre des ventes est un indicateur loquace pour dire à quelle catégorie de la matrice appartient un produit.
Toutefois, ces chiffres ne peuvent pas prédire avec certitudes le traitement que le client réservera au produit à court et moyen terme.
Le rapport investissement/ ventes peut, par exemple, montrer qu’un produit est vedette – en pleine croissance à l’instant « t ». L’avis client le confirmera ou l’infirmera : si le produit est apprécié du plus grand nombre (même ceux qui n’ont pas encore consommé) alors le produit est réellement vedette et a de bonnes chances de devenir le prochain vache à lait. Au contraire, s’il attire au premier regard (d’où le grand nombre d’achat et l’illusion de croissance) mais déçoit à moyen terme, il tombera donc dans la catégorie dilemme, voire poids mort.
Le VoC pour une optimisation des décisions liées aux catégories de la matrice BCG
Nonobstant la catégorie à laquelle appartient votre produit, avoir accès à une base de données de retour client vous permettra de prendre les décisions qui s’imposent pour votre entreprise.
Le VOC va améliorer votre chiffre d’affaires : taux de vente, fidélisation, recommandations, Upselling
Vous allez mettre en place 4 étapes adaptée à la votre entreprise : Questionnement, collecte, analyse, action, diffusion
Et souvenez-vous : pour maintenir votre avantage concurrentiel, votre intuition ne suffit plus. Mais soyez rassuré, vous devez mettre en place un VOC puis pourrez enfin mettre un plan d’action correctif et progressif, étape par étape.
1/ VoC et produits vache à lait
Déjà reconnus et prisés, vos produits vache à lait sont le leader du marché. A ce moment-là, vos objectifs seront de rester le plus longtemps possible à cette place, de garder une longueur d’avance par rapport à vos concurrents et d’avoir suffisamment de cash pour financer vos autres types de produits. Pour ce faire, il vous faut donc continuer à investir afin de conserver votre avantage concurrentiel et de fidéliser vos clients.
Dans ce cas, une stratégie VoC vous permettra de savoir dans quel domaine investir. Elle vous aidera à comprendre vos clients sur plusieurs points, comme par exemple :
- Leurs motivations : ce qui les pousse à acheter votre produit et à vous préférer
- Ce qui leur manque : les produits qu’ils achèteraient volontiers pour compléter leur expérience –client
- Vos faiblesses : les points sur lesquels vos produits et services peuvent encore être améliorés.
2/ VoC et produits vedettes
Ces produits ont plu et sont en pleine croissance. L’entreprise fera donc en sorte qu’ils continuent à plaire et que sur le long terme, ces produits trouveront toujours des acheteurs.
Le plus grand risque avec les produits stars, c’est en effet, leurs succès éphémères. L’entreprise optera donc le plus souvent pour une stratégie d’investissement afin de faire grandir, de généraliser et de pérenniser la consommation du produit.
C’est pour ce type de produit que l’écoute du client est le plus primordial. Elle aide en effet à :
- Identifier les services complémentaires qui devraient accompagner votre produit afin que le client continue à consommer
- comprendre les difficultés à consommer d’un prospect ou même d’un client, à identifier les goulots d’étranglement et à améliorer ainsi la qualité de vos services.
3/ VoC et produits dilemme
Après le lancement de ce produit, la situation est la suivante : il vous rapporte assez pour ne pas être qualifié de « flop » mais insuffisamment pour pouvoir être une star.
Vous devez donc absolument trouver la solution pour améliorer le produit lui-même afin que celui-ci réponde mieux aux exigences du client. Ce n’est qu’ainsi que vous pallierez au risque d’échec et de déclin. Face au montant déjà investi pour le lancement, vous avez pourtant une marge financière limitée pour vos investissements.
Une stratégie basée sur la voix du client sera la meilleure pour vous éclairer sur certains points :
- sur l’intérêt ou non à poursuivre la production : peut-être que les produits de vos concurrents sont innovants et que, sans en avoir eu réellement conscience, vous avez été largement dépassé (comme ce fut le cas de BlackBerry vers les années 2010 ou de Nokia, quelques années plus tôt)
- Dans la positive, sur les attributs de vos produits qui doivent être améliorés, mis en avant ou qui appellent à une modification totale. Vous déterminerez ainsi les exigences de vos clients par rapport à ce nouveau produit et ce qui lui fait défaut.
4/ VoC et produits en déclin (ou poids mort)
Il s’agit de produits dont le taux de rentabilité avoisine 0. Soit, ils constituent un vrai flop au lancement, soit ils ont fait leurs temps, étaient vos anciennes vaches à lait ou vedettes mais sont arrivés à un point où ils n’attirent plus les clients. Dans ce cas, vous devez prendre une décision quant à leur avenir, en poursuivre la production en adoptant une nouvelle stratégie ou la cesser.
Pour ce cas précis, il faut que vous vous posiez la question s’ils valent encore le coup pour la mise en place d’une stratégie VoC. Il est souvent préférable de prendre en compte vos VoC pour les 3 autres catégories de produits afin d’éclairer votre décision. Si ceux-ci établissent que vos produits en déclin ont encore une chance de percer, alors là uniquement vous mettrez en place un système VoC qui lui est propre pour :
- Comprendre quelles forces du produit peuvent encore être exploitées et se trouver une part de marché ;
- Diversifier le produit en conséquence ;
- Trouver la bonne niche où relancer le produit.
Conclusion :
Pour conclure, il faut donc dire que la décision que l’entreprise prend par rapport à chacun de ses produits est cruciale. La catégorisation de ces derniers est une démarche obligatoire et dans laquelle, il faut qu’elle soit absolument sûre de ce qu’elle avance. Pour ce faire, la voix du client est la seule qui puisse confirmer avec certitude à quelle classe appartient le produit et qui puisse donner les pistes de « solutions » au problème que rencontre le produit. Une stratégie VoC n’est toutefois pas conduite à l’aveuglette. Il y a des règles à respecter afin d’avoir des informations véridiques, exploitables. Par conséquent, il est nécessaire de prendre le temps d’en découvrir toutes les facettes.
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