“The greatest compliment that was ever paid me was when someone asked me what I thought, and attended to my answer.”

Henry David Thoreau

Welcome to our blog about B2B customer relationships.

We work with a wide variety of B2B clients, helping them to improve customer relationships. This means that we are able to draw on our experience to help your business, offering insights that are based on hard data from our global customer satisfaction survey data and from our own observations, based on 10+ years of working with leading B2B organisations, to give you an independent perspective. Check back here regularly or sign up for our newsletter below and never miss a post.

Because relationships matter.

Featured

Insights

customer satisfaction, survey, relationship

Why Do 70% Of Businesses Fail To Take Action From Customer Satisfaction Surveys?

customer satisfaction, survey, relationship

The most successful B2B companies sincerely care about their customer relationships and truly listen to the voice of the customer. They allocate budget to survey their customers once or twice a year, or even after every major business transaction. They bring in the data, analyze it, and then act upon it. It’s a continuous, informed evolution. But only 30% of businesses behave this way. According to Forrester, the other 70% may bring in the customer satisfaction data, but they fail to act on it. Why?

customer satisfaction, survey, relationship

b2b, customer relationship, survey, NPS, customer feedback

Is There A Better Way To Measure B2B Customer Satisfaction Than The Net Promoter Score (NPS)?

b2b, customer relationship, survey, NPS, customer feedback

The NPS (Net Promoter Score) is a widely known measurement of customer satisfaction developed by Fred Reichheld in 2001. Its popularity and broad use have been attributed to its simplicity and transparent methodology yielding in higher response rates. Is NPS useful in evaluating customer relationships? We say yes, but only with a few augmentations.

b2b, customer relationship, survey, NPS, customer feedback

Despite Unprecedented B2B Challenges In 2022, The Opportunity Exists To Improve Customer Relationships

b2b, customer relationship, survey, NPS, customer feedback

We recently asked a number of our B2B senior customer contacts to tell us about the main challenges that they and their businesses faced in 2022. What follows are the top three challenges that dominated the results and how you can not only navigate these issues successfully, but improve your customer relationships along the way.

b2b, customer relationship, survey, NPS, customer feedback

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Customer relationships: Going from good to great

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What is the difference between companies who have good customer relationships and those who have great ones? Our customer feedback research offers an interesting answer.

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Driving action from customer feedback

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Customer feedback must always drive positive action to improve customer relationships. Here, our experts explain how we help you to decide what that action should be

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Archive

Insights

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Key Industry Challenges 2022

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In April we asked a number of our more senior customers to tell us about the main challenges that they and their businesses faced in 2022. Three challenges dominated the results.

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Customer relationships in a time of crisis

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During the current coronavirus crisis, connecting with your customers has never been more important

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The importance of customer experience

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Improving customer experience is a big priority for manufacturers - and we can help, by providing the customer feedback you need to take action with confidence

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