New eBook Series: Your Guide to B2B Customer Experience
Primary Intelligence’s 3-part eBook series covers the basics of Customer Experience, includes strategies for turning CX data into revenue, and provides recommendations for getting your CX program off to a strong start.
Expanding Revenue Through Customer Experience Programs
The increased intersection between revenue growth and Customer Experience is one reason Chief Financial Officers and their staffs are increasingly interested in CX metrics and outcomes.
Why Revenue Retention—Not Just Customer Retention—Is Important in CX Success
Understanding your revenue retention track record in different areas of your business and doing comparison analysis will allow you to better understand how many customers you retained not just the amount of revenue retained.
How Well Are You Tracking Revenue Leakage?
Knowing what issues customers are experiencing with your solution, your support team, and your organization overall is the first step in addressing revenue leakage. And to find out, many firms implement Customer Experience programs, which provide a mechanism for customers to provide their feedback on a regular basis.
B2B Buyer Loyalty: Lights the Way to Business Growth [Infographic]
Did you know leveraging Key Performance Indicators (KPIs) can increase buyer loyalty and win more deals? Discover what recent Primary Intelligence research revealed about organizational KPIs and buyer loyalty.
Customer Retention: Lessons Learned from my Auto Mechanic
Engaged customers generate 1.7 times more revenue than passive customers, highlighting a direct link between customer retention and profitability.
Is Your Customer Experience Program Delivering Metrics or Revenue?
Several years ago I had the opportunity to visit the Great Wall outside of Beijing. I was with a large group and we all climbed the first segment of the wall up to a lookout point, about 400 meters up. The steps were very narrow…
World Class Tools Won’t Hide Poor Customer Experience
The company thought they had this sales deal in the bag, but the reason that the customer decided not to go with one of their offerings was due to a poor customer experience.
Trust Me! Why Building Trust Gains Buyer Loyalty
As buyer loyalty in the B2B industry has changed, building trust has become increasingly important. Instead of reliably buying from the same, single vendor year after year, B2B managers now look for the best value and the highest performance to solve their company’s needs.