B2B, Case Management and Machine Learning

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. For B2B , we see response rates as high as 50%. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. So what is a healthy survey?

VOC

VOC Double-Barreled Question CEM B2C

Recover Alert Management - Centralized vs. Decentralized Approaches

PeopleMetrics

MAY 4, 2020

For B2B companies, every recover alert should include a follow-up — no exceptions! Some VoC software providers charge companies on a per-user basis, which can indirectly influence companies to limit the number of people who can access case management. Start with the customers who have the highest CLV, then proceed from there.

Close the Loop

Close the Loop VOC CEM NPS

Tech Customer Success

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

Recover Alert Management - Centralized vs. Decentralized Approaches

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