B2B Experience Management with Qualtrics

Create loyal and profitable B2B customer relationships

Many B2B companies recognise the issue of only finding out about dissatisfied customers' complains when it’s too late. Relying on the insights provided by customer satisfaction surveys only done every half a year does not allow companies to have an impact on these results when it matters.

In addition, the issues that generate these unsatisfactory B2B experiences are often limited to small, disappointing interactions in specific moments across the customer journey. Yet, the impact of these unsatisfactory experiences can cost you your most profitable accounts.

Without an approach to be able to get ongoing, fast feedback across all the touchpoints, it is quite difficult to pinpoint what needs to be improved and to do so at a time when the issue can potentially be fixed or lessened right away, e.g. with a direct call.

Incorporating an Experience Management program to your Account Management can help you to proactively act to spot customer problems early on, take the right actions to retain your key accounts, reduce customer churn and drive long-term loyalty and customer lifetime value.

B2B Account Management XM Solution

The best solution for B2B businesses that want to boost customer loyalty and reduce customer churn.

Strengthen your B2B customer relationships, turn customers into advocates by delivering B2B experiences that foster loyalty, reduce customer churn increase adoption and deliver back to the bottom line.

SQLI offers, based on your needs:

• FREE XM demo with our experts to uncover the potential of the solution
• Customer journey mapping & optimization workshops
• Development of strategic organization-wide XM programs
• Set up, integration and custom configuration of the Qualtrics XM solution
• Coaching on survey creation, continuous improvement processes, etc.
• Dashboard strategy and set-up for key insights and KPIs

What Qualtrics can do for B2B Experience Management

EXPERIENCE AND OPERATIONAL DATA IN ONE PLATFORM

In Qualtrics' XM, the data is combined so you can see how every client interaction impacts the bottom line, to prioritise the right actions for the right accounts to drive faster and more profitable revenue growth.

INVOLVE YOUR ENTIRE ORGANIZATION TO DELIVER THE BEST EXPERIENCE

Qualtrics' workflows allows you to inform the right person within the organization on how to improve specific experience, e.g. if customers shared complaints about product quality, the right team could be informed in real-time. This creates a seamless feedback cycle through the organization to engage every team and drive measurable improvements.

GET REAL-TIME FEEDBACK FROM ANY TOUCHPOINT/CHANNEL

Collect solicited or unsolicited feedback from any channel or touchpoint.

PREDICTIVE ANALYTICS TO PROACTIVELY IMPROVE PROCESSES

The predictive analytics help you identify accounts that could be at risk of churn and act when it matters. Proactively improve, optimize or rethink the touchpoints that show the lowest performance in relation to customers' experience to prevent bigger issues or take advantage of the outperforming touchpoints for up-sell or referral opportunities. 

SQLI and Qualtrics

Qualtrics is the leading Experience Management solution, a full suite, user-friendly tool that allows organizations of any size to set up and execute their experience management program. Qualtrics solution's intuitive set-up allows you to get up and running in a matter of a few weeks. However, bringing an experienced partner, like Osudio, into the equation will allow you to not only take full advantage of the solution, but to really explore how to integrate a complete Experience Management program within your strategy and organization. 

SQLI is a full digital agency. We always approach your challenges together with you and completely based on your needs, we commit to your success beyond the implementation of the solution.