Trusted by teams at
CustomerGauge Exclusive Partner, Australia and New Zealand · 20+ years CX and NPS consulting
Voice of the Customer Consultants for B2B in Australia and New Zealand
Genroe are Voice of the Customer consultants for B2B companies in Australia and New Zealand. We design the programme, roll it out and coach your team to run it.
With 20+ years of experience in all areas of B2B Voice of the Customer program design and implementation Genroe has the expertise to ensure your success.
Our best practice rollout process has helped many organisations drive more value by listening to their customers.
- Programme Governance
- Change Management
- Customer Journey Mapping
- Executive Interviews
- Importance - Performance Mapping
- Software Implementation
B2B Customer Feedback Is Different
B2C customer feedback techniques don’t work in B2B.
A relatively small number of relatively high value customers that have multiple stakeholders means you need a B2B specific approach. You need to understand how each person at the client affects the sale and the renewal.
B2B is different, and we’ve spent 20+ years helping our clients navigate that difference.
The Programmes We Run
Which one is right for your organisation depends on how many customers you have, how much each one is worth, and whether you need depth or coverage.
B2B Executive Interview Programme
For B2B companies where a small number of key accounts carry most of the revenue - the 80/20 rule.
- Confidential interviews with the decision makers at your biggest clients
- An email survey for your other customers and the wider contacts at key accounts
- Interviews are performed by senior consultants with real business experience, not call centres
- Importance and performance analysis shows where to act first
Investment: from AUD 15,000
The B2B Executive Interview ProgrammeAlways-On CustomerGauge Platform
For hundreds or thousands of B2B contacts, with regular orders, deliveries or projects.
- Relationship and transactional surveys running all year
- Connected to your CRM and typically live in two to three weeks
- An account-level view of which clients are at risk
- We coach your team to act on the feedback, so the programme delivers business value
CustomerGauge NPS software
Major Project Win / Loss Feedback
For businesses that bid for large projects and want to know why they really won or lost.
- Confidential interviews with the prospect after the decision
- Gets past “price” and “you were a close second” to the real reasons
- Run per bid, or across a set of bids to uncover patterns
About win / loss feedback
B2B Voice of the Customer Programme Design
For organisations building the whole programme, where the survey is one part of a larger change.
- Governance, change management and journey mapping
- Survey design, execution, analysis and executive reporting
- We coach your team to run it so you are independent of external support
What clients say
Trusted by B2B leaders
A small selection of the kind words our customers have said about working with Genroe.
“Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with”
“One of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it's the single most transformational thing he's ever seen in his 30 years in leadership.”
“If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge.”
Always-On CustomerGauge Platform
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.
- Integrated Customer Loyalty Driver and Revenue Analysis
- Account Level Data View : Not just individual responses
- Multi-Stakeholder Management : Across all levels of the accounts
- Churn Likelihood & Recommended Actions
- Deep & Fast CRM Integration : To Dozens of CRM vendors
- Account Risk Assessment : Combining NPS And Revenue Data
B2B Voice of the Customer Programme Design
Design and execution of a B2B customer feedback process that drives incremental business value, not just colourful reports.
- Governance : Baking in long-term success
- Customer Journey Mapping : Contacting the right customers at the right time
- Customer Experience Survey Design : Creating an effective survey
- Survey Execution : Coding, delivery and data collection.
- Analysis : Statistical analysis to uncover hidden customer insights.
- Reporting : Engaging with Senior Executives to deliver findings.
Major Project Win / Loss Feedback
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:
- “price”
- “you were a close second”
- “there wasn’t much in it”
Not useful.
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.
Let’s Talk B2B Customer Feedback
Let’s chat about your business and what you’re looking to achieve in your customer feedback journey.
No obligation.
No pressure.
Just honest to goodness advice.