Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. Of the B2B companies that are fine-tuning their CX strategy , they are said to have strong revenue growth and ROI, reporting more than a 2x return on their investment. B2B CX: Beyond customer surveys.

B2B 12

B2B CX NPS Net Promoter Score 12

Qualtrics

JULY 18, 2019

But there’s an important follow-on step: close the loop with customers. What does it mean to “close the loop” with customers? Closing the loop with customers is about getting back to the customer after they’ve given you some feedback. In closing the loop, you let the customer know they’ve been heard.

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

ClearAction

MARCH 24, 2017

See the Applied Materials example: Strategic Action on B2B VoC ). This holistic approach (as opposed to case management alone) is best for positive word-of-mouth and business growth. See the tw telecom example: Is Operations Involved in B2B Customer Experience? ). That is mutual value creation.

VOC 48

VOC CXM Close the Loop Voice of the Customer 48

Qualtrics

NOVEMBER 6, 2019

For example, you start to learn whether you need to improve the questions that you’re asking , to follow up with those customers, or introduce things like case management to close the loop with customers. “If I do think there’s something in there that we should know or take a deeper look at.”.

CX 33

CX Touchpoint Close the Loop Start-ups 33

PeopleMetrics

MAY 4, 2020

For B2B companies, every recover alert should include a follow-up — no exceptions! In this model, a centralized team is composed of a handful of members who are responsible for closing the loop on all recover alerts. If they cannot resolve the issue themselves, they often assign the case to someone in the organization who can.

Close the Loop 77

Close the Loop VOC CEM Business Administration 77