Improve Customer Experience

The cost of customer acquisition is too high and new opportunities too scarce for B2B providers to tolerate more than single-digit churn in their customer base. Few B2B providers have the luxury of captive customers or high barriers to switching. Inertia keeps many customers in place until a problem arises which is the #1 reason B2B customers begin to evaluate new vendors.

Research to improve customer experience can be a point-in-time need or part of an ongoing program. Some organizations need a point-in-time evaluation in response to a specific change or market dynamic. In other cases, a consistent, closed-loop program is established to track voice-of-the-customer or NPS over time.

Learn More about Isurus’ approach to understanding the customer experience.

Learn More about the Net Promoter Score.

The Isurus team are very smart people with very good judgment who not only deliver great results but are easy to work with.
Vice President of Marketing and Product Management, Enterprise Software

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