Thursday 06 May 2021
Why take into account customer satisfaction even in BtoB?
Nowadays, customer satisfaction is one of the key factors in the development of the commercial activities of a growing number of companies. In B2C companies, feedback management has long been a must: you won't find a business that won't ask you for your feedback after a purchase, to build customer loyalty. And today, even in B2B companies, the stakes of customer satisfaction are just as high. We have to admit, however, that we're lagging behind in this sector, where good practices are far less widespread.
In this article, we'll look at the importance of customer satisfaction for B2B businesses, and reveal our tips and tricks for setting up effective systems.
Customer satisfaction: why is it so important in B2B?
All too often taken lightly by many B2B companies, customer satisfaction is crucial to the success of your business. The stakes range from prospecting to customer loyalty, with consequences for your results, the improvement of your services, your reputation in the marketplace...
When it comes to customer relations, it's crucial to solicit feedback after each operation to improve your services and ensure that the relationship is renewed.
In B2B and B2C alike, it's far more expensive to attract new customers than to retain existing ones. So don't worry about your investment in Feedback Management, which will soon pay for itself indirectly.
What does customer satisfaction mean for a B2B company?
Managing customer satisfaction means more than just offering a coffee at the end of a meeting, and smiling at the person you're talking to during the exchange. By customer satisfaction we mean a whole range of procedures and solutions to improve the experience before, during and after a service.
The Feedback Management phase will be of central importance, to collect data on your customer's experience, and then analyze these results with a view to improving your services.
Measuring customer satisfaction is crucial, as it will help you avoid potential conflicts and customer losses due to unaddressed frustration and dissatisfaction.
What actions can you take to improve customer satisfaction?
The basic practice of Feedback Management is to conductcustomer satisfaction surveys, usually in the form of satisfaction questionnaires.
This will give you direct feedback on your services, enabling you to quickly identify certain errors or bad experiences, and thus correct them and improve your business. The larger your business, the greater the volume of data and information in circulation.
We therefore strongly advise you to use a Feedback Management solution, which will simplify the implementation of your customer satisfaction improvement procedures.
