Transcript:
Claire Fields: I think we’ve always gone into QBRs and been presented with suites of KPIs, or we’ve relied quite heavily on verbal feedback and, potentially, assumptions. Clientshare has given us far more tangible, tactical feedback from customers on a consistent basis. We can really delve into it, understand where we need to improve on contracts, and it gives us a really non-confrontational way of obtaining feedback from customers after a QBR.
We always base our approach on customers and customer centricity, and I think QBRs are a more structured way to get in front of customers, have a proper framework for the meeting, and make sure we’re demonstrating success as well as data. It gives us a clear path for business improvements and that strategic alignment. It’s a really open forum that can often get neglected, so it’s hugely important to us as an account management team.
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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.