"Research shows suppliers are suffering customer churn and loss of revenue as a result of inadequate business review processes.
Research from business review platform Clientshare found 88% of buyer organisations stating that suppliers aren’t demonstrating enough evidence of value and innovation in quarterly business reviews; and more than three-quarters (76%) report that it often feels as though QBRs are merely a tick-box exercise for their suppliers."
Net Promoter Score (NPS) remains one of the most widely used customer feedback metrics in the B2B world. Many organisations send out annual surveys or ad-hoc feedback requests, but few know how to use NPS to retain clients and drive growth effectively.
In this paper, we explain what NPS measures, why it's important, and explore the ways leading suppliers are using it to improve contract retention, drive upselling opportunities and boost overall customer experience.