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Camila Alves

What general processes can we put in place to ensure customer satisfaction in a B2B company?

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Manoj Radhakrishnan
If yourB2B businesses work with strong referral networks, tracking the percentage of sales leads through referrals could also be a good way to know how happy your current customers are.
Sebastian Acevedo
@manoj_radhakrishnan1 nice! do you have examples of great referral programs?
Saurabh Wadhawan
Set up periodic NPS Put a nudge to drop real time feedback Try if you can setup CSAT for support Track repeat business %
Sebastian Acevedo
@saurabhwadhawan what type of nudges for real-time feedback would you use? something like pop-up questions on the intercom chat?
Saurabh Wadhawan
@sebasmemorable yes. Also at critical product junctures, like completing a certain use case, being struck at a page for more than X seconds. This has to be subtle and opt in basis, should not obstruct the main use case
Darwin Binesh
We setup NPS, and try to clear our support inbox a few times a day at least. Lately, self-serve tools have been our focus. Faster answers for customers. We have support docs + guides, but we've repurposed it based on use cases: - "get started guide" - "how to maximize x features for y goal" - FAQs Our onboarding emails have helped a bit, especially when we slide self-serve pages into them. Reduces the tickets and customers have been happier. Hope that helps!