B2C customer feedback techniques tend to break down in a B2B setting.
A relatively small number of relatively high value customers with multiple stakeholders means you need to specific B2B approach.
Sending email surveys to C-level client contacts is unlikely to provide you with useful feedback.
Mostly their EA will delete your survey invite.
Sometimes they’ll be offended.
Occasionally, they’ll tick the boxes of your survey.
Instead we use a mix of confidential face to face and telephone interviews to help your really understand what the key decision makers at your biggest clients are thinking.
With Monetized Net Promoter® technology and a powerful reporting suite, CustomerGauge automates survey delivery, routes powerful insights, prioritizes follow-up and monetizes your account base.
According to Forrester, CustomerGauge is the best B2B VoC platform on the market.
Their unique B2B tool set helps you predict potential customer churn and pro-actively retain high value customers.
Ever get the feeling your customer feedback program is just not delivering the outcomes you had hoped for?
Sure, lots of survey invites are going out and lots of reports are delivered but nothing actually seems to be changing.
Perhaps your program needs a review and re-invigoration.
Our best practices are based on 20 years experience implementing complex B2B customer feedback program. We know what works.
Losing a big B2B opportunity is more than disappointing – it’s also expensive.
You could just ask your client why you didn’t win, but they’re not likely to tell you the real reasons. Instead you’ll hear:
We run an extensive and confidential interview process with your ex-prospect to uncover the real reasons you lost so it doesn’t happen again.