Are you winning the relative game?

It’s about being consistently better than your competitors

Use customer insights to grow your share of business among customers and to stand out in areas that matter the most to your customers. We help you reach your ambition with a proven, data-based and actionable B2B approach to Customer Centricity.

Explore 6 steps to growth

Documented outcomes

+20

NPS points gained in
B2B customer loyalty

+26

Revenue growth
(3-year perspective)

+55

Profitability growth
(3-year perspective)

How we help

Key components

We make customer surveys a commercial tool that supports the business in standing out from the competition and helps sales to grow business among existing customers.

We base it on a robust framework that generates insights on:

Customer Loyalty

Customer Share of Wallet

Performance relative to key competitors

Performance across the end-to-end customer journey

From insights to commercial effect

Anchoring Customer Centricity

A structured and unified approach to customer centricity making customer-centric growth a guiding light for the entire organisation.

Capturing the right insights

A powerful three-layer framework designed to capture insights that support the business in winning the relative game.

Multi-level activation

Activation across different organisational levels, ranging from broad corporate initiatives to individual customer dialogues.

Governing process

Through systematic use of commercial figures, we have established a valid methodology for assessing the commercial potential of investing in customer loyalty.

Loyalty KPI’s

Customer loyalty growth

We use globally recognized loyalty KPIs (like NPS) to manage B2B customer loyalty. This enables you to:

Identify customers who are at risk of leaving – before they disappear

Concretize actions that improve the customer experience

Strengthen loyalty and ambassador effect

B2B benchmark

Key loyalty metrics

Single source of truth

A fact-based view of your customers’ loyalty enables you to monitor progress in customer loyalty.

Detailed analysis

Assess loyalty through a variety of lenses, examining factors such as segments, regions, customer classification, and more.

Unfiltered loyalty sentiment

Measure customers’ main reasons for loyalty in their own words.

B2B benchmark

Contextualize your loyalty scores against industry benchmarks to understand where you stand relative to peers and what excellent looks like across selected industries.

Commercial metrics

NPS is not the end goal

We combine the right loyalty KPIs with commercial metrics.
This enables you to:

Identify growth pockets among existing customers

Highlight the commercial risk across loyalty segments

Highlight the commercial potential and risk when customers move from one NPS segment to another

B2B benchmark

Key commercial metrics

Share of Wallet

Real insights on Share of Wallet, customer by customer.

Detailed analysis

Assess Share of Wallet through a variety of lenses, examining factors such as segments, regions, customer classification, and more

Growth pockets

A tool to support sales in prioritizing customers with the highest likelihood of growing your business

Combining loyalty with commercial metrics

Combining customer loyalty with Share of Wallet emphasizes your commercial opportunities and threats among existing customers.

Provides a clear measure of your ability to capture more business than competitors.

Harvest low-hanging fruit screened on several layers, such as loyalty segments, regions, customer classification, and more.

Prioritize customer growth initiatives based on commercial potential and loyalty to ensure customer effort is maximized.

Market Strength

Drive stronger differentiation

We combine customer experience with competitor dimensions.
This enables you to:

Measure the relative strength ratio of competitors

Identify weak and strong differentiation parameters in comparison to specific competitors (1:1)

Create a fact-based platform on how to strengthen market position

NPS benchmark against key competitors

Market Strength

Competitive landscape

A fact-based view of your customers’ loyalty to key competitors to monitor the gap of differentiation.

Best alternatives

Identify the specific competitors that customers consider as key alternatives to your company.

Competitor NPS benchmark

Assess your competitors’ NPS among your customers, creating an overall benchmark of peers in the market.

Differentiation parameters

Assess key differentiation parameters against the best alternative to your company enables you to understand strengths and weaknesses 1:1.

Customer Journey

Frictionless customer journey

The customer journey is the responsibility of the entire company. Uncovering the end-to-end journey helps pinpoint where initiatives are required to improve customer loyalty. This enables you to:

Eliminate friction between functions and create a seamless customer experience

Prioritize initiatives that matter most to customer value.

Deliver consistently strong experiences to the customers that drive the greatest commercial value – today and tomorrow

Customer Journey

Map the customer journey

Outline your customer journey from an outside-in perspective, based on employee knowledge and customer interviews.

Cross-selling

Pinpoint customer touchpoints and needs at all stages. Analysis of critical touchpoints and possible gaps in the customer experience.

Sharpened roles

Clarify what everyone must contribute with to create superior customer experiences, establishing a foundation for shared understanding.

Structure and culture

Assess both rational and emotional factors influencing the customer experience, including contributing to recognizing obstacles to successful implementation.