Expert Insights
Who Cares About Culture? Customers Care. A Lot.
What kind of company growth do you want to have? What kind of company culture are you buying into?
You’re not investing in the today of a company’s performance, you’re investing in tomorrow. Future financial projections are difficult to uncover in a QofE, but with customer insights, the emotions behind the numbers can be revealing. And, that’s exactly where culture comes to play.
Three Questions to Answer Before Raising Prices
Boosting topline revenue via price increases is one of the easiest ways to kickstart value creation but it can be a risky decision to make. If the answers to these three questions are favorable, especially among top accounts, we tend to find that a price increase rarely results in negative customer blowback.
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Customers Insights: The Next Big Topic to Bring to Your Board
Solid Customer Insights – not the elusive ‘Customer Experience’ – is the best way to truly understand what’s driving customer decisions about your company and its products or services.
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Watch Now: Accelerate Value Creation with Customer Insights
Strategex Vice Presidents, Anthony Bahr and Kay Cruse demonstrate how two customer insight tools – 80/20 Segmentation and Voice of the Customer research – can be used together. Discover how to sustain topline growth, simplify businesses, and dramatically improve margins.
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Webinar: Accelerate Value Creation with Customer Insights
Jumpstart value creation by effectively responding to the needs of your highest-value customers. Strategex presents a recording of our webinar presentation, Accelerate Portfolio Company Value Creation with Customer Insights. Strategex Vice Presidents, Anthony Bahr and Kay Cruse demonstrate how two customer insight tools – 80/20 Segmentation and Voice of the Customer research – can be used […]
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Why NPS Can Be Misleading When it Comes to Customer Due Diligence
NPS is not perfect. The truth is that no single measurement is, especially when it comes to something as nuanced as customer loyalty.
But the question shouldn’t be “is NPS predictive or not”; the question should be: Is NPS alone right for my business, or do I need to truly understand the Voice of the Customer?
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An Easy Guide to Conducting Voice of the Customer Studies
The number of mentions of NPS (Net Promoter Scoring) in earnings calls ballooned from 5 mentions in 2005 to 155 mentions in 2018. The real issue, however, is not just NPS, but importantly, what’s driving the score and what actions should the company consider to improve its performance. Here are five best practices when conducting VOC studies that move companies beyond a single NPS metric. It starts with understanding that the best methodology is not a web-based survey where the response rate is less than 4%, but instead a robust and holistic interview with customers that will achieve a 75-80% response rate…
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Voice of the Customer: Best Practices for Business-to-Business Companies
Strategex leaders, Tom Taber and Kay Cruse explain the fundamentals of Voice of the Customer (VOC) research. Our experts cover gaining intel on the competition, analyzing and implementing Net Promoter Score (NPS), assessing the Customer Experience (CX), and more.
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5 Best Practices in Conducting Customer Due Diligence
Secondary buyouts (SBOs) have been on the rise over the last two decades, and even more so in the last two years. SBOs now account for nearly one-third of all deals and more often than not, these deals come with a premium attached to the purchase price. According to Pitchbook, this premium now averages nearly 14%. Pitchbook hypothesizes that these premiums are attributed to the shifting profile of firms seeking SBOs: larger firms with more dry powder, increasing pressure from limited partners to deploy capital, and favorable macroeconomic conditions.
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