B2B Customer Experience
Drive retention, cross-sell, and upsell with a holistic understanding of the health of your accounts
Summary
B2B client experiences are uniquely multifaceted; each client account is made up of a diverse group of stakeholders who interact with your brand across a variety of channels and touchpoints. B2B Customer Experience brings together feedback from the full range of stakeholders with key operational data and internal perspectives to provide a complete picture of each account’s health.
Account Managers get actionable intelligence in real time, with churn risk and upsell notifications on mobile, in Salesforce or other CRM systems, and wherever they work. Alerts and health scores draw on data ranging from customer verbatims to product usage to contract terms, turning disparate information into clear next steps.
What’s Included:
- Survey templates covering 10 key moments in an account’s lifecycle, from initial sale to annual review to renewal
- Triggering and sampling rules for continuous and wave-based outreach
- Manager workflows for action planning and tailored coaching
- Real-time web and mobile dashboards for executives, regional and departmental leaders, account reps, and admins
- Integrations with CRM (e.g. Salesforce) and Collaboration (e.g. Slack) platforms
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