Voice of the
Customer
The Voice of the Customer - for the IT vendor - is about truly understanding how your customer feels and improving the relationship. For the customer, it's an opportunity to highlight what needs to change or explore alternative options.
For IT vendors, having a good understanding of customer sentiment and satisfaction can be the difference between being in business or out of business.
Our 'Voice of the Customer' services offer a range of different approaches to ultimately uncover any customer issues and fix them before contracts lapse or are canceled. From our Customer Success Check-ups to the Renewal 360.
Services
Stick or Switch
Application
Review
Unhappy with your current application vendor - or maybe your team is just not feeling it and wants to move elsewhere?
Our Stick of Switch Application Review takes the emotion out of the situation and looks at the three important areas:
1) The current situation - conducting interviews to determine user sentiment, and assessing the contract and what options we might have.
2) Working with the incumbent vendor to see if they can improve the situation - maybe through relationship changes or product enhancements.
3) Running a quick review of alternative options - inviting different vendors to present how they might do things differently.
Customer Success
Check-up
The Customer Success Check-up is a small packaged service designed to assess the temperature of key customers and their experience with a given product or service. Working with Customer Success leaders, the check-up service can be performed on just one account, but it tends to assess a number of customers each quarter to ensure that the Customer Success and Support teams are providing the expected level of service.
The report output includes a range of key information that will be important for both the customer and vendor teams to improve visibility of issues and drive further adoption. We also provide a separate report for the vendor with our thoughts and opinions on the health of the account.
Renewal and Retention
Winning new clients and revenue streams is fantastic - but it is not more important than existing clients renewing and expanding their contracts. A major customer loss can have a devastating consequence on a company's P&L.
Viewpoint Analysis is uniquely placed to help IT vendors increase their renewals and retention performance, and at the same time, improve the customer's experience. One cannot happen without the other.
Through our Renewal Risk 360 Report and our Renewal Mediation services, we focus on providing an early warning of potential renewal loss and urgent action planning for terminal situations, respectively.
IT Service
Improvement
Viewpoint Analysis helps business leaders find and select new enterprise technology - but in some cases, the right thing to do is to fix the issues with the current technology incumbent. That's where our Service Improvement area comes in.
We work for and on behalf of the customer, but our engagement is with both the vendor / service provider, and the customer team - acting as an intermediary to try to find common ground and to improve the situation.
Our ultimate aim is to ensure that it's a win/win scenario. The customer should gain a better experience and have had the opportunity to give the supplier one final chance, and the supplier should gain an opportunity to extend their contract.
