The CustomerGauge platform is unique it’s ability to understand and manage high value, complex B2B relationship. It weighs responses by contact, account and revenue.
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CustomerGauge allows you to measure loyalty, understand what drives it and respond in real-time to your customers.
It is a powerful B2B focused, Net Promoter Score aware, business feedback tool.
Account Experience
Prioritized Account Focus
Say goodbye to endless customer reports and focus on what matters most. Combat churn with a holistic, organized view of the accounts that need your immediate attention—and have the biggest impact on your bottom line.
Account-Level Drill Down
From bird’s eye to up close & personal: Discover unique profiles on every account with access to stakeholder information, churn likelihood, coverage percentage, relevant drivers and so much more.
Multi-Stakeholder Management
Stakeholder sentiment can make or break a relationship. Understand your brand perception at every level of a client’s organization: C-Level, Operational and Front line. This unique business review tool identifies CX scores for each stakeholder, but highlights engagement gaps at vital contact levels.
Churn Likelihood and Recommended Actions
Predict and prescribe: Take your account management and customer success to the next level with sophisticated churn likelihood tracking and prescriptive follow-up.
Surveys and Survey Control
CustomerGauge is a fully Net Promoter Score aware multi-channel survey delivery and data collection platform.
- Net Promoter Score aware: This ensures that you can fast-track measurement implementation.
- Custom branding: Customise look and feel of invite and survey to adhere to your branding needs.
- Multi-lingual: Built in multi-lingual support to deliver surveys in multiple languages from the same platform, at the same time. Extended character sets are supported allowing surveying in Asian languages.
- Multi-channel: Surveys are web hosted and respondents can be invited via SMS, email, in-store kiosk, or filled in by telephone agents.
- Mobile support: Surveys are compatible with most mobile platforms.
- CRM/e-commerce system integration: Automated data exchange with your CRM, or e-commerce system generates a continual stream of automated customer feedback invitations.
- Full email management functionality: Email invitations are sent automatically from the survey control system. De-duplication and unsubscribe features are included as standard. Options include: automated reminder and “thank you” messages; mobile messaging (SMS).
Reporting and Analysis
Data collection without analysis is a wasted effort.
CustomerGauge integrates NPS aware reporting and root cause analysis tools deeply into the system. With the one tool you can survey, report and analyse your customer feedback stream.
Who are your most loyal customers?
CustomerGauge shines when it comes to instant, real-time reporting of Net Promoter and Voice of Customer.
The easy to use comprehensive reporting system allows everyone in the organisation to design their own dashboards and reports – then automatically have them delivered to their inbox.
Net Promoter reporting is made simple, easy to understand and actionable at all levels of your organisation.
Reporting and analysis options include:
- Segment based reporting: Net Promoter Score by multiple segments, time period, geography, division, size of customer, product, service, agent, value of order or any other segment on which you can provide data. CustomerGauge will help you to quickly spot trends and areas for improvement that may have lain hidden for years.
- Company aware: For B2B organisation, CustomerGauge reports and analyses responses by individuals, groups, companies and revenue.
- Voice of the Customer: Reporting Voice of Customer is a standard feature of CustomerGauge. Each customer comment can be instantly tagged at multiple levels to drive Root Cause Analysis.
- Real-time language translation: Translation functions give real-time translation of comments to help you understand customer feedback worldwide. Identify common issues and provide examples of real customer comments, then show how issues change over time.
- Automated reporting: Daily, Weekly and Monthly reporting is automatic, and sent to the key people in your organisation that need to see customer feedback.
- Data export: Full export facilities are available to extract data 24×7.
Workflow and special features
Service recovery is an immensely powerful way to drive deep customer loyalty in your organisation. “No one got back to me…” is always one of the top customer issues.
CustomerGauge helps you keep promises to customers by immediately alerting internal resources to customer feedback.
Using the built-in workflow system, you can see at a glance how many issues have been closed, and the number still open.
Call centre agents can access a subset of CustomerGauge features to allow them to action and report on issues. Integration with your organisations systems means CustomerGauge can become an extension of your CRM or support systems.
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
Sumo
Request a CustomerGauge Demo
We’ll show you how to tie your B2B experience data directly to revenue and grow faster.
Monitor & predict churn to drive transformational change in your organisation.
Technology Partners
In-Depth Guides
Contact Us
- info@genroe.com.au
- +61 2 9191 4700
- Book a Meeting
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Level 33, 264 George St
Sydney, NSW 2000
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Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.