High Value B2B Customer Feedback Services
B2C customer feedback techniques don’t work in a B2B setting.
A relatively small number of relatively high value customers with multiple stakeholders means you need a B2B specific approach.
Sending an email survey invite to your C-level contact is unlikely to generate useful feedback.
Occasionally, they’ll tick a few boxes.
Sometimes they’ll be offended.
Mostly their EA will simply delete your email.
None of which generates the insights you need.
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.
- 20 Years Experience : Working with B2B Organisations
- Face to Face Interviews : With C-level Executives By Senior Genroe Staff
- Telephone and Email Surveys : For Mid-tier and Front Line Employees
- Loyalty Drivers : Identify & Rate What Customers Really Care About
- Analysis and Reporting : Action Based Analysis and Reports
- Executive Briefing : Sharing Results with Your C-Level
Net Promoter Score Systems
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
“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”
— David Schekoske, Iron Mountain“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.”
— Jeff McLean, Grays“If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge.”
— Peter Perla, SumoVoice of the Customer Program Rollout
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.
- Step 1 : Governance and Change Management
- Step 2 : Develop Customer Journey Map
- Step 3 : Create Survey and Close the Loop
- Step 4 : VoC Quick Wins
- Step 5 : Big Bets
Customer Feedback Research and Insights
Design and execution of an effective B2B customer feedback process for your business.
- 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 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.