Last year, I wrote a blog post entitled What is a ‘Good’ B2B Net Promoter Score? which turned out to be surprisingly popular. I’m guessing that was because there’s a lot of nonsense posted on the Internet about companies achieving a NPS (net promoter score) of +62% or even +78%, or about people being hugely disappointed because they […]
Sales People: ‘Order Takers’ or ‘Relationship Managers’? Many of our B2B customers struggle with the challenge of turning their sales people from ‘order takers’ into true ‘relationship managers’. This is particularly true of companies who sell to large and complex clients. I’m talking in particular about situations where a large account generates annual revenues of […]
We run B2B customer assessments for large corporate clients in the Netherlands and elsewhere. Very often I get asked questions like this after we deliver the customer feedback to senior management: “OK, you’ve told us what our customers think of us, but what do we do about it now?” “Tell us what we do in […]
This is the topic of a talk I’m giving this week at a conference in Melbourne. It is in response to another talk entitled “Are you going to NPS me? No I’m not” in which Dr Dave Stewart of Marketing Decision Analysis will be presenting the case that Net Promoter is a deeply flawed concept, and should be discarded by organisations that […]
If you’re a typical B2B company, the chances are that you have good or excellent relationships with the majority of your clients. But there may be some clients where your relationship is not as strong. One of the things we do at Deep-Insight is to categorise your key accounts, based on the strength of the […]