Voice of the Customer
Are you concerned that you might lose your current customers? Perhaps they might give that next project to one of your competitors? Or maybe they’ll churn and completely drop you? Our Voice of the Customer (VOC) program provides you with the Net Promoter Score (NPS) of your account. You learn what your customer really thinks of you – and whether or not that customer would recommend you to other perspective customers. This information not only helps you manage the account, it helps you understand what your customers want and need from you in general.
Sales Team Debriefs
Although not a substitute for a win/loss program, this approach allows you to get a fast consensus from your team about your customers and competitors. We debrief sales teams across deals and find the common issues that your team believes is important. You quickly learn about how you are being attacked, or what your customers are thinking about your value proposition and positioning.
Merger and Acquisition Due Diligence
Is your company considering purchasing another company? We can help you with your diligence by interviewing the customers of your potential target acquisition.
Departed Customer Analysis
We interview clients who have recently decided to end their relationship with you. We perform analysis across the interviews to determine the reasons that you are losing customers.
Post Implementation Analysis
Following the completion of a “go live” we interview the customer to find out how the implementation was perceived. We perform an account review so that you are aware of the account management issues going forward with this customer.