Customer Advocacy and Voice of the Customer Questions

Covers the ability to gather, synthesize, and prioritize customer feedback and to represent the customer perspective inside the organization. Candidates should demonstrate how they identify patterns in customer pain points, translate qualitative and quantitative feedback into clear recommendations, and influence product, operations, and support teams to address systemic issues. Includes examples of advocating for customer needs in roadmap and resourcing discussions, securing exceptions or resources for important customers, challenging policies that harm customer outcomes, balancing customer requests with business constraints, and using data and storytelling to persuade stakeholders and drive measurable change.

HardTechnical

0 practiced

When should you grant a durable exception for a customer's request versus building a general platform capability? Present a decision framework that weighs engineering cost, precedent risk, customer lifetime value, SLA implications, and long-term maintenance. Apply it to a sample case where a customer requests a bespoke connector to a legacy system.

HardTechnical

0 practiced

Design a governance model to scale customer advocacy across regions and multiple products. Include roles (regional advocates, product VOC leads, central VOC team), responsibilities, tooling, information flow, KPIs to measure effectiveness, and how to avoid duplicated efforts or conflicting promises to customers.

EasyTechnical

0 practiced

List the primary methods for collecting customer feedback (e.g., surveys, interviews, support tickets, telemetry) and discuss trade-offs for each. For a time-limited POC with a prospective customer vs an ongoing production relationship with a strategic account, which methods should a Solutions Architect prioritize and why?

MediumSystem Design

0 practiced

Design a lightweight VOC analytics pipeline that ingests 1) survey responses, 2) support tickets, and 3) product telemetry. Requirements: near real-time alerts for P0 issues, weekly trends for product management, role-based access control, and GDPR-friendly storage. Describe high-level components, technology choices, storage model, processing (batch vs stream), visualization, and security considerations.

HardTechnical

0 practiced

A security breach affects a major customer and 49 others. You are the Solutions Architect responsible for leading remediation work with engineering and customer communications. Draft immediate technical containment steps, a customer-facing timeline and message template, internal coordination steps, and proposed longer-term architecture changes to prevent recurrence.

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