B2B Customer Experience Consulting
Customer Experience Consulting Services for B2B Growth
We find out what your customers really want, show you which accounts are at risk, and give your leaders a short list of actions to take first.
- Business Retention Index predicts retention with 90%+ accuracy
- See which high-value accounts are truly at renewal risk
- Executive briefings with ranked priority actions
Founded in 1987. 38 years of B2B research and consulting across North America.
Prefer to talk? Call +1 888.281.3074
Talk to a B2B retention consultant
Tell us about your customer base. We will follow up to discuss your goals and the right program.
Why B2B companies work with us
Know who will stay, not just who smiles
The Business Retention Index measures whether a customer will actually stay. It is built on 25+ years of research and predicts retention with 90%+ accuracy.
Catch at-risk accounts early
We reveal the gap between what leaders believe and what customers intend to do, so you can act before revenue erodes.
The Platinum Rule in practice
Treat other people the way they want to be treated. Our methodology turns customer feedback into the actions your customers actually asked for.
Ranked actions, not raw data
Executive briefings arrive as a short, executive-ready report with priority actions listed in order. You know what to fix first.
Built for B2B, any size
We serve large B2B corporations, small and mid-sized businesses and start-ups across North America and worldwide.
Our own tools and process
Proprietary processes, metrics and software developed in-house for B2B service delivery, not a generic survey platform.
What our customer experience consulting includes
Most customer experience programs give you a satisfaction snapshot. That tells you how someone felt on the day they answered. It does not tell you whether they will renew.
We design feedback and research programs that produce a predictive signal about future behavior. Then we sit down with your leadership team and turn that signal into a ranked plan of action.
- Business Retention Index: proprietary metric built on 25+ years of research that predicts customer retention with 90%+ accuracy
- NPS alternative and customer loyalty measurement for B2B accounts
- Customer feedback program design and ongoing management
- Voice of the customer research for B2B companies
- Executive briefings: leadership calibration, confidential customer dialogue and ranked priority actions
- Account renewal risk and churn risk analysis on high-value accounts
- Employee retention and engagement research using the same methodology
- Full-service marketing research consulting and custom customer insight studies
What happens after you reach out
We talk about your accounts
A short call to understand your customer base, your renewal concerns and what you already measure.
We propose a program
You get a clear plan: the research approach, the Business Retention Index, and what your team will receive.
You get ranked actions
We gather customer input, analyze it, and deliver an executive briefing with priority actions in order.
Frequently asked questions
How is this different from NPS?
NPS asks whether someone would recommend you. Our Business Retention Index measures whether a customer will actually stay. It is a proprietary metric built on 25+ years of research and predicts customer retention with 90%+ accuracy.
Do you work with smaller companies?
Yes. We serve large B2B corporations as well as small and mid-sized businesses and start-ups.
What does it cost?
Every program is scoped to your customer base and goals, so pricing is quoted after we talk. Tell us about your accounts and we will explain what a program would involve.
Where do you work?
We serve clients across North America, primarily the United States and Canada, and we have clients around the world.
Do you only look at customers?
No. We also run employee retention and engagement research using the same Business Retention Index methodology, to find engagement gaps before they cause turnover.
What do we actually receive?
A concise, executive-ready report with ranked priority actions, including which high-value accounts are truly at renewal risk.
Find out which customers are really staying
Tell us about your B2B customer base. We will show you how the Business Retention Index and an executive briefing can guide your customer experience strategy.
- Business Retention Index predicts retention with 90%+ accuracy
- See which high-value accounts are truly at renewal risk
- Executive briefings with ranked priority actions
Prefer to talk? Call +1 888.281.3074