MaritzCX Unveils B2B CX Dashboards To Give Enterprise Businesses Visibility Into Account Health, Needs and Growth Opportunities
London, 11th July 2018 – More than 60% of business-to-business (B2B) organisations consider CX impact and data in their operational decisions*. To arm B2B organisations to more successfully visualise their CX programme impact to create growth opportunities, focus retention strategies, plan for account needs and profile Net Promoter Score (NPS) among each account, MaritzCX introduces pre-configured B2B enterprise CX dashboard templates.
Created to address the major pain point of harnessing multi-tier distribution models, OEM and branded products, incomplete customer information and the sheer volume of disparate data, the B2B dashboard templates help visualise account needs and opportunities, focus retention strategies and profile NPS.
“You can’t know the health of an account or get in front of opportunities if you are working blind or with data that can’t be readily understood,” said MaritzCX Vice President Alex Vayslep. “Having a clear and meaningful view into complex customer behavior empowers executive teams to create growth opportunities, develop retention strategies and plan for upcoming account needs—that link directly to positive business outcomes.”
Each preconfigured B2B dashboard is a CX toolset that monitors key financial indicators, CX metrics for customer touchpoints including NPS and OSAT, business-specific outcomes and overall account performance. The dashboards are directly integrated into the MaritzCX Technology Platform.
In conjunction with the preconfigured B2B dashboards, companies can also use CXEvolution® – MaritzCX’s proprietary CX assessment model based on the largest CX practitioner study in the world – to design CX roadmaps and build customer experience programmes. The preconfigured B2B dashboards show the linkage and action taking place due to the CXEvolution engagement and connect the CX roadmap to each dashboard metric, giving a direct view of the ROI and business results being delivered from a CX programme.
Additionally, action planning is built into each dashboard, so every account manager is held responsible for their customer experience, and at-risk accounts are monitored at all times.
“We get it. The enterprise B2B selling environment is big, complicated and can be thorny,” said Jennifer Rubin, MaritzCX Associate Practice Leader. “MaritzCX is the only B2B solution for large enterprises. There are a lot of CX companies that tout they have dashboards, but none offer the direct link to in-house research services and only MaritzCX can design CX roadmaps that link to ROI that is trackable in our B2B dashboards.”
A team of customer experience designers and consultants come as part of the preconfigured B2B dashboards that will apply their knowledge of doing CX programs for more than 50 years and industry expertise to an organisation’s deployment.
MaritzCX is customer experience (CX) management for big business. High-value CX programmes are critical for every organisation. We combine CX software, data and research science, deep vertical market expertise, and managed programme services to help accelerate client success. CX programmes that are most impactful drive the right kind of actions throughout the company and support a strong business case. MaritzCX seeks to partner with companies that insist on effective and high-ROI CX. Our customers include global brands from the Automotive, Financial Services, Travel & Hospitality, Consumer Technology, Telecom, Retail, B2B, Energy and Utilities industries.
*Information from 2018 CXEvolution panel data.