Category Archives: B2B Relationships

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Why Sample Sizes are Nonsense (in the B2B World)

Most of Deep-Insight’s work is based on helping large international B2B organisations run effective Customer Experience (CX) programmes. The key to running a good CX programme is understanding how to change the culture of an organisation to make it truly customer-centric, and that has to be based on regular high-quality conversations…

Are you going to NPS me? Yes, I am!

This is the topic of a talk I’m giving this week at a conference in Melbourne. It is in response to another talk entitled “Are you going to NPS me? No I’m not” in which Dr Dave Stewart of Marketing Decision Analysis will be presenting the case that Net Promoter is a deeply…

Help! What Do I do with my Stalkers and Opponents?

On February 16, 2015, Posted by , In B2B Relationships

If you’re a typical B2B company, the chances are that you have good or excellent relationships with the majority of your clients. But there may be some clients where your relationship is not as strong. One of the things we do at Deep-Insight is to categorise your key accounts, based…

5 Things To Remember To Get Your Completion Rates Up

On November 14, 2014, Posted by , In B2B Relationships

An interview with Grainne Carmody Operations Manager, Deep-Insight     One of the questions we get asked a lot is: “What sort of completion rates do you guys normally get on an assessment?” Well, the answer is that it depends on what sort of assessment you’re talking about – we…

What is a ‘Good’ B2B Net Promoter Score?

On October 9, 2014, Posted by , In B2B Relationships,Net Promoter Score

So what’s a good Net Promoter Score* for a B2B company? It’s a question we get asked a lot. Sometimes the question comes in a slightly different form: “What NPS target should we set for the company? 25% seems low, so maybe 50%? Or should we push the boat out…

Susan and Bill have Relationship Problems! (Part III)

On September 22, 2014, Posted by , In B2B Relationships,Net Promoter Score

The last time we met Susan and Bill, they were discussing survival tactics. Thankfully, they have managed to get the company back on an even keel – excuse the boating pun – over the past few months and now have a new challenge to face. At the last board meeting,…

Susan and Bill have Relationship Problems! (Part II)

On September 12, 2014, Posted by , In B2B Relationships,Net Promoter Score

Following on from last week’s post on Bill and Susan, we explore what happens next in their story. EPISODE 2: “Performing Zone” versus “Danger Zone” Susan, Sales Director: “Those Deep-Relationship-NPS results were incredibly revealing and more than a little scary. Very few of our large accounts are Ambassadors and our…

Susan and Bill have Relationship Problems!

On September 4, 2014, Posted by , In B2B Relationships,Net Promoter Score

The Susan & Bill Trilogy When we launched Deep-Relationship-NPS in early-2014, we created a storyline around two fictitious characters called Bill (a thoughtful but somewhat introverted Marketing Director) and Susan (a more aggressive low-attention-span Sales Director). They may be fictitious but they bear more than a passing resemblance to some…

Our Biggest Customer Is A Bully. Help!

On June 20, 2014, Posted by , In B2B Relationships

In this month’s edition of Management Today there is an interesting article about bullying. No, not online bullying or workplace bullying, but B2Bullying. B2Bullying is what happens when a (typically large) buyer makes continued unreasonable demands on a (typically small) supplier. In many cases, the buyer represents a significant proportion of…