Customer Experience measures a customer s loyalty between purchase decisions.

Transcription

1 Customer Experience

2 Customer Experience measures a customer s loyalty between purchase decisions.

3 Customer Satisfaction

4 Net Promoter Score How likely is it you would recommend us to a friend or colleague? Promoter Passives Detractors % - % = NPS Score

5 Customer Experience Analysis Spectrum Low Effort (High Participation, Low Cost) Social Media NPS Survey Phone Interview Actionable Personable Easy for customer to participate Low Detail (Low Insight, Not Actionable) Help Desk Ticket High Detail (Rich Insight, Actionable) In-depth Survey On-Site Interview Customer Conference High Effort (Low Participation, High Cost) Focus Groups Advisory Council

6 Customer Satisfaction and NPS surveys typically uncover your customer s disposition towards you but lacks actionable root causes.

7 Customer Experience Analysis teaches us what we can do now to win the buyer s future business

8 Customer Experience should help you solve four problems. Customer Retention Will we survive a contract renewal? Revenue Realized Are customers spending less than anticipated? Revenue Retention Are customers spending the same this year as last? Revenue Expansion Are we identifying all upsell opportunities with this client?

9 Risk There are known knowns; there are things that we know we know. We also know there are known unknowns; that is to say, there are things that we know we do not know. But there are also unknown unknowns there are things we do not know that we don t know Secretary Donald Rumsfeld February 2002

10 Interview Services

11 Interview Services We transform the feedback into structured, easy-to-understand insights. Impact on the deal What were the primary reasons you selected Primary Intelligence? I believe the way the information was provided was actionable by the front line sales people. The other companies were able to provide really high level, sophisticated, algorithm-driven information, but a the end of the day you had to have a PhD to actually figure it out. Primary intelligence s product and dashboards, the way the information is presented, and the process allowed us to have a management-level view that was understandable and meaningful. As well as drive a desk-level view that our sellers could immediately interpret and act on. Advantage for Primary Intelligence Major Impact for Primary Intelligence Vendor discussed Supported by two direct quotes/ratings from buyer 2 Reporting quality and capabilities Primary Intelligence was able to provide the buyer with access to easy to understand and actionable information through its online dashboard. Attributes Insight

12 Interview Types Both closed and open-ended questions are important. Closed-ended Questions Where should I look? Open-ended Questions What am I looking at?

13 Discovery Services

14 Discovery Session Deliverable Discovery insights Session recording Action items

15 Without Discovery Sessions, you have an incomplete picture of the deal. You know what happened, but not the cause.

16 Solution Access Sellers Approach Value Education

17 SOLVE - Buyers Approach Solution Organization Liability Value Effort Features Benefits Ease of Use Administration Quality Branding Support Roadmap Experience References Executives Sales Teams Confidence Relationship Partnership Contract Terms Legal Company Strength Company Fit Payment Terms Implementation success Compliance Results Price Receivables Scalability Time to Value Speed to Value Resources

18 Incumbent s Advantage SOLVE Solution Features Benefits Ease of Use Administration Quality Branding Support Roadmap Organization Experience References Executives Sales Teams Confidence Relationship Partnership Liability Contract Terms Legal Company Strength Company Fit Payment Terms Implementation success Compliance

19 Value & Effort SOLVE Value Results Price Receivables Scalability Effort Time to Value Speed to Value Resources

20 With Actionable Root Causes, you can be prescriptive in your approach to solve any issues, retain your customers and grow your business

21 What Customer Experience Should Tell You Will this customer renew? Quality of their experience What s driving value Effort required Can we sell more to this customer? Unmet needs other products could fill Surprising uses of the current solution How can I help similar customers? Discover what makes customers stick Improve practices common in the customer journey

22 Customer Experience Analysis Questions 2016 Primary Intelligence Inc.