Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B)

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. Here’s the executive summary: For the seventh year in a row, we have calculated the Net Promoter Score® (NPS®) of over 60 technology vendors and analyzed the correlation between NPS and four client loyalty behaviors – likelihood of repurchasing from that technology vendor, likelihood of trying new offerings, likelihood of forgiving the vendor if it makes a mistake, and willingness to act as a reference for the vendor. To gather this data, we surveyed 800 IT decision-makers from large North American firms about their relationships with their technology Read More …

5 Promises That Define B2B Customer Success

We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships. With the shift from on-premise to cloud-based software, technology providers have had to focus even more on customer experience. Why? Because customers buy more incrementally and make renewal decisions more frequently, forcing tech vendors to ensure that customers are continuously getting value. This shift is not unique to the technology industry. Many B2B companies are realizing that customers aren’t buying products. Instead, customers are making purchases in the expectation that they will achieve some value Read More …

Tech Vendors: Good CX Correlates to Referenceable B2B Clients

In our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. As you can see in the chart below, Apple leads the pack with 48% of its clients saying that they’d act as a reference. At the other end of the spectrum, only 11% of Alcatel-Lucent clients would be willing to be a reference. We also looked at the connection between referenceability and the Temkin Experience Ratings (TxR) for Tech Vendors. Take a look at the second chart, where Read More …

Tech Vendors Receive Negatively Biased Customer Feedback (B2B)

We publish an annual report that examines what consumers do after a good or bad experience. So we decided to do that same type of analysis to examine how IT decision makers in large North American organizations respond to a good or bad experience with a tech vendor. As you can see in the chart below: Most share feedback inside their company. After both a very good or very bad experiences, the top thing that IT decision makers do is to tell their colleagues within their company. They are slightly more likely to share good experiences this way. They don’t Read More …

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors. To examine this link, we surveyed 800 IT decision-makers from large North American firms, asking about their relationships with their technology providers. Through this research, we Read More …

Business-to-Business-to-Customer (B2B2C) CX Best Practices

We often get asked by companies that don’t directly serve consumers if they can learn from customer experience content that seems to be more focused on business-to-consumer (B2C) models. The answer: Absolutely yes! Our research does include some items that are B2C-oriented, but most of our core ideas apply quite well in other models, including business-to-business (B2B), government and non-profits.  We’ve had no problem using our insights to help a wide range of organizations. In our report The Secret to B2B2C Customer Experience Success, we discuss a more complex B2B model, business-to-business-to-customer (B2B2C). The goal of CX in B2B2C is to: Enhance end customer experience in a way Read More …

Report: Tech Vendor NPS Benchmark, 2016 (B2B)

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years. Here’s the executive summary: For the fifth year in a row, we examined the link between Net Promoter Scores® (NPS®) and loyalty for technology vendors. We surveyed 800 IT decision-makers from large North American firms to learn about their relationships with their technology providers. Of the 62 tech vendors we evaluated, Read More …

Report: B2B Customer Experience Best Practices

We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes. Here’s the executive summary: Temkin Group research shows that although business-to-business (B2B) organizations are raising their customer experience (CX) ambitions, they still have a way to go before achieving their goals. Despite the fact that most large B2Bs have a low level of CX maturity, our research shows that 57% of them aspire to deliver industry-leading customer experience within three years. However, to Read More …

B2B Customer Experience Resources

Temkin Group’s research regularly covers B2B environments, so we put together this landing page to share some of our content in this space. As a starter, you may want to watch this webinar with Aimee Lucas, Embedding Customer-Centricity Across Key B2B Processes. Here are some research reports with B2B content: View all of our B2B content

Report: Tech Vendor NPS Benchmark, 2015 (B2B)

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous three years. Here’s the executive summary: To examine the link between Net Promoter Scores® (NPS®) and loyalty, we surveyed 800 IT decision-makers from large North American firms to learn about their relationships with their technology providers. Of the 62 tech vendors we evaluated, SAS Institute, HP outsourcing, and Intel earned the highest NPS, Read More …

Report: The Secret to B2B2C Customer Experience Success

We published a Temkin Group report, The Secret to B2B2C Customer Experience Success. When a company doesn’t have sole control over the customer relationship, it has to recognize the entire system of relationships that influence the end customer’s experience, focusing on what we call B2B2C CX management. Here’s the executive summary: Many companies reach their end customers through a variety of channel partners—from independent agents and dealerships, to resellers and distributors. Temkin Group defines B2B2C customer experience as enhancing the end customer experience in a way that satisfies the needs of channel partners. The B2B2C environment is complex and full Read More …

Report: Raising Customer-Centricity Across the B2B Enterprise

We just published a Temkin Group report, Raising Customer-Centricity Across the B2B Enterprise. The research provides in-depth case studies of five B2B firms. Here’s the executive summary: Temkin Group research shows that good customer experience (CX) drives loyalty with business customers. These same business customers, influenced by their personal experiences as consumers, have raised their expectations in their business-to-business (B2B) relationships. While most large B2B organizations have a low level of CX maturity, our research shows that 56% of them have the goal of delivering industry-leading customer experience within three years. To understand how B2B organizations are improving their customer-centricity, we Read More …

Where’s All The B2B CX Data?

Readers of this blog see a lot of consumer data which we use to rate and benchmark companies. This data shows up in research such as Net Promoter Score Benchmarks, Temkin Experience Ratings, Temkin Forgiveness Ratings, Temkin Customer Service Ratings, and Temkin Trust Ratings. Almost every time we publish one of these consumer-based studies, I receive some form of the questions: What about B2B (business-to-business)? When will you have that type of data for B2B? Since these questions always seem to come up, I figured it was worthwhile to write a post with my answer. First of all, we do have B2B data. For the tech Read More …

CX Tip #17: Discuss Feedback with B2B Clients

CX Tip #17: Discuss Feedback with B2B Clients (Customer Connectedness) A unique element to SanDisk’s VoC program is its external roadshow to meet with customers about their survey results. Following internal review and reporting, account managers work with the CX governance board to identify a subset of customers to meet with face to face. Approximately 70% of the information reviewed with the customer is drawn from their specific survey responses, and account managers also review trends and insights from across all customer feedback and the actions being taken by SanDisk to address them. Click for more info See full list of Read More …

CX Tip #25: Use Online Advisory Boards of B2B Clients

CX Tip #25: Use Online Advisory Boards of B2B Clients (Customer Connectedness) Technology solutions provider CDW has engaged clients through a private online community for over seven years. Using open-ended questions or short surveys, the company can gather a significant amount of feedback on a variety of topics including new product offerings, marketing messages, and customer technology usage—in less than a week. Members also have the ability to pose questions to each other. For example, a member recently received numerous responses to his inquiry on other members’ Bring Your Own Device policies. Click for more info See full list of CX Tips