Relationship Measurement in Tech
A global technology corporation with over 10 million customers and partners faced challenges in accurately measuring satisfaction levels of these key stakeholders. To address this, we developed a comprehensive approach to monitor and measure satisfaction across multiple touchpoints in the customer and partner experience. We aimed to provide actionable insights that would enable the client to track satisfaction levels over time, benchmark against competitors, and identify areas for improvement.
To achieve our goal, we designed a comprehensive approach that includes conducting a semi-annual Customer Relationship tracking study. This study covers customers and partners in over 100 countries and 45 languages, providing insights into short-term and long-term trends in satisfaction levels.
We measured overall satisfaction and performance across various touchpoints, such as account team quality, support, and product performance. We also maintained flexibility in adding or replacing modules as needed to align with the client’s evolving business priorities.
In addition, we created an immediate feedback mechanism for account managers to address issues raised by customers/partners. This listening tool allows the client to proactively manage relationships and improve the customer/partner experience.
The study generates a platform for customers and partners to participate in future dialogue, strengthening their relationship with the client.
The results of our semi-annual Customer Relationship tracking study are widely distributed across the company, from sales and account management staff to the C-Suite. The study provides a comprehensive view of overall satisfaction and performance across key touchpoints, enabling all stakeholders to understand the impact of customer and partner satisfaction on the business.
The results are presented in dynamic scorecards, dashboards, and presentations that provide advanced analyses, and are used to identify additional areas for improvement. Sales teams are empowered to use responses to engage with customers in real-time, address immediate concerns, and demonstrate their commitment to the customer relationship.