B2B Customer Experience

Customer Relationship Quality CRQTM

In today’s B2B environment, Net Promoter Score (NPS) is still useful—but it only tells part of the story.
Modern organisations need deeper, more actionable insight into the true strength of their customer relationships.

Moving beyond NPS

Understanding your customer relationships in depth

In order to measure the true strenght of customer relationships, we have developed our Customer Relationship Quality methodology. 
Originally developed for complex global organisations, the CRQ™ framework goes beyond scores and helps you understand how your customers feel, what they value, and what they’ll do next.

Turning Customers into Advocates

A high-performing Customer Experience (CX) strategy is no longer optional for businesses – it an essential driving force of the growth engine. Today’s leading companies don’t just retain their customers – they activate them as advocates.
With the rights, you can segment your customer base into meaningful relationship groups:
 
Best-In-Class organisations aim to build a portfolio where a significant part of their customer base are true Ambassadors, while proactively managing risk across the rest.

Our Process

Think Program not Survey

Our CX process begins with diagnosing challenges, followed by tailored planning, seamless implementation, and ongoing refinement to ensure long-term success.

1

Discovery and Partnership

Getting to know each other and planning for success
Training and onboarding your CX team

2

Onboarding &
Stakeholder Buy In

Leading from the top down
CRQ Onboarding Workshops
Get customer Buy-In

3

Data Integrity &
Quality

Think ‘Census’ not Sample
“Follow the Money”
Assess ALL relationships

4

Assess

Online Survey

5

Data to Insights

Learn what our CX Experts think
Access to Deep Dive and Account Reports

6

Insights to Action

Respond with commitment to Action
“Close the Loop” strategy and workshops

7

Adapt, Change and Review

Innovate based on insights for continuous improvement

Take a 'Deep-Dive'

Our analytical platform Deep-Dive Studio allows you to play around with your Customer Relationship Quality (CRQ™) and Net Promoter Score (NPS) results. The platform is dynamic and can help us and you gain powerful insights from your results. It will play a crucial role in informing the business on what steps to take next. 
ONLINE PLATFORM