Learn about using customer insights from the country’s leading gurus on Voice of the Customer (VOC), Quality of Customers (QofC®), and continuous improvement.
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It is well documented that roughly 60% of the value created by a merger or acquisition can be attributed to topline growth, but in today’s persistently low-growth economy it has been difficult for companies to organically increase revenue.
How do best-in-class companies and their investors overcome obstacles that hamper growth? The most successful performers identify underserved and unmet customer needs, then work to fulfill them better than their competitors.
Strategex, Inc.'s Kay Cruse discusses customer due diligence and why it is a powerful way to determine whether an acquisition is likely to succeed and map out challenges to address during integration.
70% to 90% of all acquisitions fail to achieve the results acquirers want. Why? Most often, failure is directly tied to the integration plan and frequently, to diligence that wasn’t quite as effective as it could be.
According to a 2015 industry study by McKinsey & Company, companies with the best M&A results have strong capabilities in post-close integration. As a consulting firm, we’ve found that high performing M&A firms use the diligence exercise to gain critical insight into the target company, its management, key employees, its culture, and its customer relationships. They take a hard look at not only the financial numbers, but at the intangible assets that drive a company’s success plan.
The worldwide NPS conversation is evolving — from simply measuring one’s score to actually doing something about it. NPS cheerleaders are increasingly focused on what it takes to raise their scores. They’re also asking how to benchmark, set targets, and monitor improvements. Strategex has been incorporating NPS into our Voice of the Customer Research since the beginning — with a unique focus on Continuous Improvement processes — and we’re here to help answer those questions.
"It feels like everyone’s chasing the same deal," said one M&A executive we interviewed. With multiples still at their highest, there’s even more stress on internal teams charged with being sure the acquisition is a good one.So, why do 70% to 90% of all acquisitions fail to achieve the results acquirers want?
Nothing sets a team on fire like hearing what customers really think. The straightforward truth can be enlightening, engaging, and exhilarating. Follow these five steps to maximize the influence of a Voice of the Customer (VOC) study with employees.
In the spirit of continuous improvement, Tom has decided to revisit one of his favorite Expert Insights articles — “6 Secrets.” We hope you enjoy this tune-up on our six tried-and-true tips for maximizing the impact of a VOC customer survey.
There's an interesting phenomenon occurring in today's private equity world: investors are holding acquisitions longer. In fact, 44% of the current North American private equity inventory was acquired in 2010 or earlier, according to PitchBook.
What criteria create the most loyal customer in the B2B world? More importantly, why should you care? Clearly, the most loyal customers deliver a stronger ROI through larger share of wallet, higher prices, and greater profitability.