How to Design a Survey for a B2B Audience
Gathering insights in the business-to-business (B2B) world is markedly different from asking consumers to rate their experience. To put the difference in context, decision-making likely feels much...
Blog Posts of Satrix Solutions
How to Keep Your Customer Satisfaction Survey Invitation out of the Spam Box
Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would...
3 Ways to Maximize the Value of Open-Ended Responses from Customer Surveys
In my previous article on verbatim feedback, we explored some of the ways you can organize and systematically analyze open-ended feedback collected from your B2B customer surveys. Whether you...
Tips to Analyze Open-Ended Responses from Customer Surveys
There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. From Net Promoter Score (NPS) to Customer...
How do you upsell an existing customer?
Driving revenue can take on many shapes and forms, with upselling to existing customers being an important contributor to growing profits. The main draw for upselling to existing customers is that it...
How Do You Meet New Customer Expectations?
Acquiring a new customer is a time for celebration. But in today’s environment, it’s especially rewarding. All too often, however, deals start to unravel once the baton is passed to onboarding. This...
Is it Useful to Benchmark Your Net Promoter Score?
Net Promoter Score (NPS) benchmarking presents an interesting challenge for many business leaders. On one hand, executives value information about their organization’s performance and how they...
5 Precursors to Customer Churn
When software companies are seeking efficient ways to manage customer churn, some choose to monitor the health of their book of business by reviewing a few efficiency and productivity based metrics....
In-depth Interviews: What B2B Leaders Need to Know
Online and in-app surveys, focus groups, advisory boards, and user groups can be fantastic methods for gathering valuable customer feedback. Each approach has a place in the overall customer...
How do you gather information about competitors?
The only thing more important than keeping your finger on the pulse of customer and employee sentiment is maintaining a thorough understanding of the competitive landscape. Your customers may be...