Initial commit

.claude-plugin/plugin.json

@@ -0,0 +1,25 @@
+{
+  "name": "voice-of-customer",
+  "description": "Voice of Customer programs, insight synthesis, and advocacy activation",
+  "version": "1.0.0",
+  "author": {
+    "name": "GTM Agents",
+    "email": "opensource@intentgpt.ai"
+  },
+  "skills": [
+    "./skills/customer-feedback-taxonomy/SKILL.md",
+    "./skills/closed-loop-playbook/SKILL.md",
+    "./skills/signal-correlation-workbench/SKILL.md",
+    "./skills/advocacy-roster-system/SKILL.md"
+  ],
+  "agents": [
+    "./agents/voc-program-director.md",
+    "./agents/customer-insights-lab-analyst.md",
+    "./agents/customer-advocacy-strategist.md"
+  ],
+  "commands": [
+    "./commands/run-voc-listening-tour.md",
+    "./commands/synthesize-voc-insights.md",
+    "./commands/activate-advocacy-program.md"
+  ]
+}

README.md

@@ -0,0 +1,3 @@
+# voice-of-customer
+
+Voice of Customer programs, insight synthesis, and advocacy activation

agents/customer-advocacy-strategist.md

@@ -0,0 +1,29 @@
+---
+name: customer-advocacy-strategist
+description: Converts VoC insights into advocacy programs, advisory boards, and reference
+  systems.
+model: sonnet
+---
+
+
+# Customer Advocacy Strategist
+
+## Responsibilities
+- Recruit and manage reference customers, councils, and advisory boards tied to VoC themes.
+- Spin up advocacy campaigns (case studies, community events, beta councils) based on top insights.
+- Maintain health metrics for advocates (satisfaction, engagement, at-risk signals).
+- Align legal + compliance for reference usage and confidentiality agreements.
+- Ensure advocacy outputs loop back into VoC reporting and GTM proof libraries.
+
+## Workflow
+1. **Opportunity Mapping** – identify customers tied to high-impact VoC themes and desired proof points.
+2. **Program Design** – define engagement model (advisory board, community circle, reference track) with incentives.
+3. **Enablement & Content** – partner with PMM/CS to capture stories, quotes, and assets.
+4. **Activation** – coordinate live sessions, feedback workshops, and launch announcements.
+5. **Impact Measurement** – track advocacy contributions, influenced pipeline, and satisfaction deltas.
+
+## Outputs
+- Advocate roster with segmentation, status, and engagement plans.
+- Campaign playbooks (case studies, peer events, advisor council agendas).
+- Advocacy impact dashboard covering influence on pipeline, win rates, and product roadmap inputs.
+---

agents/customer-insights-lab-analyst.md

@@ -0,0 +1,29 @@
+---
+name: customer-insights-lab-analyst
+description: Leads synthesis sprints turning VoC signals into quantified insights
+  + opportunity models.
+model: sonnet
+---
+
+
+# Customer Insights Lab Analyst
+
+## Responsibilities
+- Stand up mixed-method research sprints combining surveys, interviews, product usage, and support data.
+- Normalize and tag feedback across personas, lifecycle stages, and product areas.
+- Quantify impact using revenue, retention, and satisfaction metrics.
+- Produce scenario models highlighting ROI of proposed improvements.
+- Partner with PMM/PM/CS to prioritize fixes and experiments.
+
+## Workflow
+1. **Signal Intake** – gather prioritized raw inputs (surveys, interviews, tickets, NPS verbatims, review scraping).
+2. **Tagging & Normalization** – apply taxonomy for persona, lifecycle, driver, sentiment, confidence.
+3. **Quantification** – blend telemetry (usage, churn, expansion) to size each issue/opportunity.
+4. **Narrative Building** – craft storyboards linking customer quotes to data trends and business outcomes.
+5. **Prioritization Support** – package backlog recommendations with ROI + effort scoring.
+
+## Outputs
+- Insight sprint packet with problem statements, evidence, modeled impact.
+- Opportunity scoreboard comparing ROI, effort, urgency, and owner.
+- Data dictionary + taxonomy refresh for VoC tagging.
+---

agents/voc-program-director.md

@@ -0,0 +1,28 @@
+---
+name: voc-program-director
+description: Orchestrates end-to-end VoC programs, governance, and reporting rhythms.
+model: sonnet
+---
+
+
+# Voice of Customer Program Director
+
+## Responsibilities
+- Define VoC strategy, sampling plans, and multi-channel listening posts.
+- Coordinate qualitative + quantitative research motions across CS, Marketing, and Product.
+- Maintain governance for tagging, data hygiene, privacy, and access.
+- Translate insights into executive-ready narratives with action registers and KPIs.
+- Track follow-through on commitments and publish quarterly maturity updates.
+
+## Workflow
+1. **Intake & Prioritization** – align on focus areas (retention, expansion, roadmap, experience) and stakeholders.
+2. **Listening Architecture** – configure surveys, interviews, community scans, support mining, and review scraping.
+3. **Synthesis Cadence** – supervise tagging standards, dashboards, and storytelling templates.
+4. **Action Planning** – map insights to owners, squads, and backlog items with SLAs.
+5. **Executive Reporting** – package insights, ROI, and risk/opportunity framing for ELT + Board.
+
+## Outputs
+- VoC program charter + governance package.
+- Quarterly VoC operating review with KPIs, blockers, and asks.
+- Cross-functional action tracker with owners, deadlines, and status heatmap.
+---

commands/activate-advocacy-program.md

@@ -0,0 +1,34 @@
+---
+name: activate-advocacy-program
+description: Turns VoC themes into advocacy campaigns, advisory boards, and reference plays.
+usage: /voice-of-customer:activate-advocacy-program --theme onboarding --cohort enterprise --format roadmap --channels advisory-board,case-study
+---
+
+# Command: activate-advocacy-program
+
+## Inputs
+- **theme** – VoC theme to spotlight (onboarding, automation, AI, integrations, support, partnership).
+- **cohort** – target customer cohort (segment, industry, ARR band).
+- **channels** – comma list of advocacy motions (advisory-board, reference, community-circle, case-study, beta-council).
+- **format** – preferred deliverable (roadmap, executive-brief, campaign-pack, notion-space).
+- **guardrails** – optional compliance or legal constraints to respect.
+
+## Workflow
+1. **Cohort Selection** – score potential advocates based on health, engagement, usage, and VoC alignment.
+2. **Program Blueprint** – define engagement model, agenda, incentives, and success metrics per channel.
+3. **Content & Enablement** – draft briefs, NDAs, run-of-show, and storytelling prompts.
+4. **Activation** – coordinate invites, logistics, and facilitation touchpoints.
+5. **Measurement & Loopback** – capture feedback, update VoC system, and publish impact summary.
+
+## Outputs
+- Advocacy program brief with objectives, personas, cadence, and KPIs.
+- Asset kit (agendas, outreach templates, content outlines) per channel.
+- Impact dashboard showing reference pipeline, influenced revenue, and satisfaction shifts.
+
+## Agent/Skill Invocations
+- `customer-advocacy-strategist` – leads cohort selection, program blueprint, and activation.
+- `voc-program-director` – ensures governance + executive visibility.
+- `advocacy-roster-system` skill – scores and tracks advocate readiness.
+- `closed-loop-playbook` skill – feeds outcomes back into VoC action tracker.
+
+---

commands/run-voc-listening-tour.md

@@ -0,0 +1,34 @@
+---
+name: run-voc-listening-tour
+description: Plan and execute a multi-channel listening tour with curated participants and reporting cadence.
+usage: /voice-of-customer:run-voc-listening-tour --focus retention --personas cxo,admin --channels survey,interview,community --window 45d
+---
+
+# Command: run-voc-listening-tour
+
+## Inputs
+- **focus** – key objective (retention, onboarding, roadmap, experience, adoption).
+- **personas** – comma-separated persona or role targets.
+- **channels** – listening modes to activate (survey, interview, office-hours, community, support-log, review).
+- **window** – duration for the tour (30d default).
+- **incentives** – optional description of incentive or thank-you program.
+
+## Workflow
+1. **Scoping & Sampling** – build participant matrix across personas, lifecycle, regions, ARR bands.
+2. **Channel Setup** – configure survey instruments, interview guides, scheduling, and community prompts.
+3. **Coordination** – send invites, reminders, and ensure CS/AM coverage for high-value accounts.
+4. **Capture & Tagging** – collect responses, tag sentiment/driver/persona, and store in VoC workspace.
+5. **Reporting & Follow-up** – assemble interim readouts, final summary, and action assignments.
+
+## Outputs
+- Listening tour project plan with channel playbooks and timelines.
+- Participant tracker with status, notes, and incentives.
+- Executive summary + action register for each focus area.
+
+## Agent/Skill Invocations
+- `voc-program-director` – governs strategy, sampling, and reporting cadence.
+- `customer-insights-lab-analyst` – ensures tagging rigor and insight synthesis.
+- `customer-feedback-taxonomy` skill – enforces tagging/metadata standards.
+- `closed-loop-playbook` skill – routes insights to owners with SLA templates.
+
+---

commands/synthesize-voc-insights.md

@@ -0,0 +1,34 @@
+---
+name: synthesize-voc-insights
+description: Turn multi-channel VoC signals into quantified insights, impact sizing, and exec-ready narratives.
+usage: /voice-of-customer:synthesize-voc-insights --window quarter --drivers onboarding,ai --audience exec,product --format deck
+---
+
+# Command: synthesize-voc-insights
+
+## Inputs
+- **window** – time range to cover (month, quarter, half, custom dates).
+- **drivers** – comma-separated themes or drivers to emphasize (pricing, onboarding, integrations, reliability, AI, services).
+- **audience** – exec | product | cs | marketing | sales | board (comma list allowed).
+- **format** – deck | memo | workspace | dashboard.
+- **evidence-links** – optional list of folders, dashboards, or note docs to ingest.
+
+## Workflow
+1. **Signal Harvest** – pull all tagged feedback, interviews, surveys, support logs, community posts within the window.
+2. **Taxonomy Alignment** – ensure tags match latest taxonomy; resolve duplicates and anomalies.
+3. **Quantification & Modeling** – attach ARR/churn/adoption metrics to each driver and calculate impact range.
+4. **Story Synthesis** – craft storyline with quotes, data viz, confidence levels, and recommendations per audience.
+5. **Packaging & Distribution** – format into requested output, add action register, and log follow-ups.
+
+## Outputs
+- Insight brief (deck/memo) with top drivers, opportunity sizing, and confidence.
+- Supporting appendix with quotes, data tables, and method notes.
+- Action register with owners, due dates, and measurement approach.
+
+## Agent/Skill Invocations
+- `customer-insights-lab-analyst` – leads modeling and storyline.
+- `voc-program-director` – approves narrative + ensures governance compliance.
+- `signal-correlation-workbench` skill – links telemetry to qualitative data.
+- `executive-briefing-kit` skill (from competitive-intelligence) automatically included when exec/board audience requested.
+
+---

plugin.lock.json

@@ -0,0 +1,81 @@
+{
+  "$schema": "internal://schemas/plugin.lock.v1.json",
+  "pluginId": "gh:gtmagents/gtm-agents:plugins/voice-of-customer",
+  "normalized": {
+    "repo": null,
+    "ref": "refs/tags/v20251128.0",
+    "commit": "b0081fc2aad4a6d0189258efd7a8007f55622da5",
+    "treeHash": "79dbc6eea693b8d683b995eafb3a8202b30988280e8568ad0a8345912b10a0d1",
+    "generatedAt": "2025-11-28T10:17:17.983593Z",
+    "toolVersion": "publish_plugins.py@0.2.0"
+  },
+  "origin": {
+    "remote": "git@github.com:zhongweili/42plugin-data.git",
+    "branch": "master",
+    "commit": "aa1497ed0949fd50e99e70d6324a29c5b34f9390",
+    "repoRoot": "/Users/zhongweili/projects/openmind/42plugin-data"
+  },
+  "manifest": {
+    "name": "voice-of-customer",
+    "description": "Voice of Customer programs, insight synthesis, and advocacy activation",
+    "version": "1.0.0"
+  },
+  "content": {
+    "files": [
+      {
+        "path": "README.md",
+        "sha256": "fe17a24347d36d5c2fec55c093502d6fb56e4231c76ca14628d8d8d1e0dcfe99"
+      },
+      {
+        "path": "agents/voc-program-director.md",
+        "sha256": "6277566dd7fef509ccfcb18d47ca11abd545918da0323e4f57ac89f39e3d6cd8"
+      },
+      {
+        "path": "agents/customer-advocacy-strategist.md",
+        "sha256": "1e67bcf587398acfd02db6daf9af8620b1f43036984807965212058fd77dfe4a"
+      },
+      {
+        "path": "agents/customer-insights-lab-analyst.md",
+        "sha256": "c5be0c6a1da242e030ab891544a4934c448b45f05b702ba09ee883489e2b0414"
+      },
+      {
+        "path": ".claude-plugin/plugin.json",
+        "sha256": "8da92982f2e28f2a04107b3c8a4297ae55fb5f1fa93f5dd3e54ee5eb532e2e8b"
+      },
+      {
+        "path": "commands/synthesize-voc-insights.md",
+        "sha256": "5888b0a92aac2ae5c79bb5b4a016c809e1e32407533a140c7f704c86d1cc95fd"
+      },
+      {
+        "path": "commands/activate-advocacy-program.md",
+        "sha256": "a139bc0c9e7a1f20c18981ca2d1ac418c417ad98a9b2312587c8c001d4978b94"
+      },
+      {
+        "path": "commands/run-voc-listening-tour.md",
+        "sha256": "f13b8efe475afa640c805a87f620a0dbe28205ede6c09ac7f46124fc29c5c5d9"
+      },
+      {
+        "path": "skills/customer-feedback-taxonomy/SKILL.md",
+        "sha256": "f0986d3d9fbcca6496f48c1d80e1e0cba32a863595da47b3cfc52f5e20677896"
+      },
+      {
+        "path": "skills/closed-loop-playbook/SKILL.md",
+        "sha256": "3b39131eba255b8193c23b742ed2b70fb64cb7afea94f128e9a24e4adc3d35ce"
+      },
+      {
+        "path": "skills/advocacy-roster-system/SKILL.md",
+        "sha256": "d2c3119059657a58e202c93690084e5d6edfcf614824703af069a52380ce96f3"
+      },
+      {
+        "path": "skills/signal-correlation-workbench/SKILL.md",
+        "sha256": "6a51ae814aadff1736ec50e08d282577995c79a3c4b882f7e032ce0919270427"
+      }
+    ],
+    "dirSha256": "79dbc6eea693b8d683b995eafb3a8202b30988280e8568ad0a8345912b10a0d1"
+  },
+  "security": {
+    "scannedAt": null,
+    "scannerVersion": null,
+    "flags": []
+  }
+}

skills/advocacy-roster-system/SKILL.md

@@ -0,0 +1,31 @@
+---
+name: advocacy-roster-system
+description: Scoring and governance framework for managing reference customers and
+  advocacy cohorts.
+---
+
+# 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
+1. **Scoring Model** – satisfaction, product breadth, results achieved, relationship strength, legal clearance.
+2. **Engagement Calendar** – cadence for check-ins, stories, events, and feedback loops.
+3. **Risk Monitoring** – signals for overuse, upcoming renewals, competitive threats.
+4. **Compliance Layer** – NDAs, consent tracking, brand guidelines, incentive policies.
+5. **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-program` command for turnkey campaign launch.
+
+---

skills/closed-loop-playbook/SKILL.md

@@ -0,0 +1,30 @@
+---
+name: closed-loop-playbook
+description: Governance system for routing VoC insights to owners and tracking follow-through.
+---
+
+# 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
+1. **Intake** – capture insight ID, driver, severity, customer(s), and evidence link.
+2. **Routing** – assign accountable owner, supporting squad, and due date.
+3. **Action Plan** – define mitigation plan, success criteria, and measurement method.
+4. **Communication** – schedule updates to customers, exec sponsors, and internal stakeholders.
+5. **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.
+
+---

skills/customer-feedback-taxonomy/SKILL.md

@@ -0,0 +1,31 @@
+---
+name: customer-feedback-taxonomy
+description: Standardized tagging schema for personas, lifecycle stages, drivers,
+  and sentiment.
+---
+
+# 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
+1. **Persona Layer** – map ICP, role, and influence level.
+2. **Lifecycle Layer** – awareness, onboarding, adoption, expansion, renewal, advocacy.
+3. **Driver Layer** – product, service, pricing, experience, relationship, outcomes.
+4. **Sentiment Layer** – strength, urgency, confidence, sample size.
+5. **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-tour` to auto-tag new signals.
+
+---

skills/signal-correlation-workbench/SKILL.md

@@ -0,0 +1,31 @@
+---
+name: signal-correlation-workbench
+description: Toolkit for linking VoC feedback with telemetry, revenue, and operational
+  data.
+---
+
+# 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
+1. **Data Inventory** – list all relevant sources (surveys, NPS, CSAT, telemetry, CRM, finance).
+2. **Join Strategy** – map IDs/keys, sampling windows, and normalization rules.
+3. **Correlation Analysis** – evaluate relationships (Pearson/Spearman), cohort comparisons, regression snippets.
+4. **Signal Strength Scoring** – combine volume, recency, severity, and revenue exposure.
+5. **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-insights` to auto-embed correlations into narratives.
+
+---