Engage the right customer contacts at the right time to drive success and loyalty.
Customer Retention and Expansion Comes From Happy and Successful Customers.
- Help your customers help you understand what’s working and what’s not.
- Enable faster growth by growing your base of happy customers and accelerating profitability.
- Act on account intelligence one-to-one and one-to-many.
Measure and manage customer engagement, sentiment, and results to
accelerate profitable growth.
Want to learn more?
Stop thinking about ‘feedback’ as surveys. Feedback that is representative – from the right contacts in the right accounts at the right time – is not only possible, but creates optimal opportunities to engage customers to accelerate growth and improve retention. Learn how with this whitepaper.
What do these brands all have in common?
Customer-centric businesses disrupted established industries where the customer came last.
Hover over the logos for more information
Netflix did not kill Blockbuster.
Ridiculous late fees did.
Uber did not kill the taxi business.
Limited access and fare control did.
Apple did not kill the music industry.
Being forced to buy full-length albums did.
Amazon did not kill other retailers.
Poor customer service and experience did.
Airbnb isn’t killing the hotel industry.
Limited availability and pricing options are.
Technology by itself is not the disruptor.
Not being customer-centric is the biggest threat to any business.
Improve retention by engaging and listening to your customers.
Brand copy: Alberto Brea
TopBox TM
B2B Customer Engagement
& VoC Platform
Click on each box to learn more about how TopBox accelerates functions across your organization:
Customer Success
Increased retention
Customer engagement
How to Drive Customer Engagement:
- Develop a useful contact list – know who is making and influencing decisions
- Engage those contacts by
- Reaffirming your commitment to their success
- Asking them to provide feedback via questionnaire to show what’s working and what needs improvement
- Address the pain points they identify
Product
Reduced time-to-value
Market requirements
Gather Market Requirements Quickly
- Engage and understand the vision and needs of executive sponsors – both promoters and detractors
- Identify key drivers: correlate end-user ratings with desired outcomes
- Interview to gain deeper insights and improve design
- Remediate the isses creating detractors: broaden your view of “product” to include the end-to-end experience
- Create improvements at all client touch points, from onboarding to realizing results
CEO
Grow shareholder value
Reduced CAC with accelerated MRR growth
Accelerate Shareholder Value
- Improve organic growth: hold your team responsible for increasing the rate of identified and activated advocates
- Establish a cross-functional Executive Sponsor program for engagement in key accounts
- Hold yourself responsible for understanding key drivers of customer advocacy. Invest in the areas that matter most.
Marketing
Accelerate closed-won leads
More promoters
Identify and Activate More Advocates (Promoters)
- Collaborate with Customer Success to embed a program to engage “Customer Buying Committee” members that identifies and activates stronger advocates
- Ensure your customer reference program is growing a steady stable of newly identified customer-advocates
- Show Sales where the expansion opportunities lie in existing accounts
- Know that detractors need different communications than promoters, and target customer marketing communications based on customer sentiment and key drivers.
Sales
Increased growth rate
Market-leading product and expansion opps
Accelerate Sales Growth
- Accelerate net-new logos: Understand who your customer advocates (promoters) can refer you to
- Leverage customer advocates as the gift that keeps on giving: Work with Customer Success to target profiles similar to existing promoters
- Incentivize your team to care about existing account sentiment and retention