Strategex, Inc.

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Expert Insights

10 Questions to Ask Every Acquisition Target

by Kay Cruse, Vice President, VOC 70% to 90% of all acquisitions fail to achieve the results acquirers want. Why? Most often, failure is directly tied to the integration plan and frequently, to diligence that wasn’t quite as effective as it could be. According to a 2015 industry study by McKinsey & Company, companies with the best M&A […]

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Top 5 Tips for Improving Your NPS Score

by Tom Taber, Managing Director, VOC Just over a decade since its introduction, NPS (Net Promoter Score) is now widely recognized in the market. Everyone who’s anyone in business leadership seems to be measuring NPS and discussing it routinely on blogs, in boardrooms, and at conferences around the world. And finally, the conversation is evolving — […]

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Facing the M&A Challenge – One Key to Success: Customer Intimacy

BY KAY CRUSE, VICE PRESIDENT, VOC  It’s becoming clear from our work that there are new challenges facing acquirers that are even more daunting than the rush of deals. “It feels like everyone’s chasing the same deal,” said one M&A executive we interviewed. With multiples still at their highest, there’s even more stress on internal […]

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Five Steps to Gain the Most from Your Voice of the Customer Study

by Kay Cruse, Vice President, VOC “They said what?!” Nothing sets a team on fire like hearing what customers really think. The straightforward truth can be enlightening, engaging, and exhilarating—regardless of whether the news is good or bad. We’ve delivered both positive and negative reviews to employee teams, and some have made great strides while […]

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6 Secrets of a Successful VOC (Hint: It’s Not About Research)

by Tom Taber, Managing Director, VOC  Imagine the following scenario: your company recently conducted a customer satisfaction survey. The process involved much consideration and thoughtful planning for execution. Now the interviews are complete and the results have been reported. There was some positive feedback, but issues were uncovered as well. You want to address the […]

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Do Long Holds in Private Equity Reduce Value Overall?

by Kay Cruse, Vice President, VOC  There’s an interesting phenomenon occurring in today’s private equity world: investors are holding acquisitions longer. In fact, 44% of the current North American private equity inventory was acquired in 2010 or earlier, according to PitchBook. What impact does a longer hold have on value? If holds inherently become lengthened, the […]

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The Loyalty Ladder – Evolving from Vendor to Partner

by Kay Cruse, Vice President, VOC What criteria create the most loyal customer in the B2B world? More importantly, why should you care? Clearly, the most loyal customers deliver a stronger ROI through larger share of wallet, higher prices, and greater profitability. According to our Voice of the Customer research spanning more than 20,000 interviews documenting hundreds […]

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Using a VOC Study to Support M&A Due Diligence

by Tom Taber, Managing Director, VOC  How does your organization approach the due diligence process when considering an acquisition? Most areas of due diligence are well defined: collaboration with various advisors such as accountants, attorneys, bankers, and others as appropriate to support the process and close the deal. The greater challenge in the process ensues […]

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How to Grow a New Acquisition with Customer Feedback

by Tom Taber, Managing Director, VOC Integrating a new business in to your portfolio can be difficult. Defining a growth plan for your acquisition is a greater challenge. But where do you begin? As a new buyer, you’re likely sorting fact from fiction, trying to understand how the business is performing in the market. The […]

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