What are the most effective tools for tracking customer feedback after a sale?

NPS - Net Promoter Score measures customer loyalty in B2B by asking how likely they are to recommend a service on a 0-10 scale. Tools like Typeform facilitate this. High NPS indicates satisfaction; low NPS suggests improvement areas. However, people often overlook these stats, missing key insights into customer satisfaction trends and loyalty. Regular analysis is vital for improvement.

In my experience, feedback serves as a license to operate. Regardless of the situation, it's crucial to maintain an open channel for feedback. However, people tend to share feedback when they're particularly pleased with a product or encounter an issue. I would recommend considering CES as a key metric. It not only measures how well our service aligns with customer expectations but also allows room for improvement, making it one of the most important metrics.

We can definitely use feedback tools, surveys and social media surveys. However, the best way for Industrial systems is to meet the customers again, arrange a short review cum training program for your products / systems for an effective usages. Create awareness about benefits of using the system.

Most of your customers must be busy so design something so simple that your request for feedback won't take more than 3-5 minutes of their time. Solution could be: - Just send them an email with proper set of questions easy to say yes, no, or could be improved by.. etc. - Go on google make some satisfaction survey that they can simply click and rate your service and a text field that they could write an important information. - Do call them and ask personally, what you can do better next time, if they need anything else, any ideas on their other needs etc.

In my perspective, it could be any survey tools present in the market where it helps to capture the feedback in numbers. Also, it is always better to arrange a call to get feedback from the client/users to know what they actually feel about it and if required we can arrange a training session or enjoy some small wins too!!

From my perspective the only platform that matters is the relationship with your customer. The essence of a sales person is to become indispensable to the customer. That’s done by understanding their business, their competition better than anyone else and areas that they are weak or stronger than their competition.

One thing I've found helpful using HubSpot to track customer engagement activities (open, click email, etc.) is its ability to seamlessly integrate these interactions into a unified customer profile. This integration allows for personalized follow-ups and targeted campaigns based on specific interactions, enhancing customer experience. HubSpot's analytics also enable the identification of trends and patterns in customer behavior, offering insights for improving products and services. Utilizing its automated workflows further ensures timely responses to feedback, fostering stronger customer relationships.

A CRM should be like that you tailor your interactions to each customer's specific needs and interests. This shows that you value them as individuals and are invested in their success. You should Invest in a CRM system to organize customer data, track interactions, and set reminders for follow-ups. CRM software can streamline your workflow and ensure that no opportunities fall through the cracks. Actively solicit feedback from your customers to understand how you can better serve them. Use this information to improve your products, services, and overall customer experience.

If your organization can afford a CRM it’s one of the best tool for investigating and keeping track of all customer data analysis pertaining to each customer so you can easily evaluate and give feedback to the customer’s suggestions when conversation slowed know exactly where that heartbeat of Customer issue is to classify Unique notes with a customer and time that the right answer scheduling task on time

CRM system provides a centralized platform to streamline feedback collection, analysis, and action. By integrating feedback channels, businesses can gain valuable insights, identify areas for improvement, and proactively address customer concerns. Utilizing CRM system ensures efficient after-sales feedback tracking, leading to enhanced customer satisfaction and loyalty. Using HubSpot has significantly streamlined our processes, from managing contacts to automating workflows.Its user-friendly interface and robust analytics have empowered us to make data-driven decisions, driving efficiency and growth for our business.

It doesn’t matter whichever tool you use until you don’t have that personal touch with each of your client. From my experience in past 10 years, I have found that tools as just the platforms to communicate the feedback. The main aspect is making the customer feel that you are a company with whom and honest feedback of the service provided can be given. Customers typically, if something is going wrong continuously, would just cut the connections and will start finding an alternative. But, if you have been able to establish a strong bond, then platforms are just a medium. The main thing is to have that sort of a relationship where things can be shared with a hope of improvement in product. After all its a team effort.

As long as you‘re kind and honest with the client, he will have a very good opinion of you and your product. You simply have to truely want to help him and I assure you, he will leave a positive feedback. Doesn‘t matter in what kind of way. :)

Ich denke, dass standardisierte Tools immer eine gute M?glichkeit sind, um Kundenfeedback messbar und vergleichbar zu machen. Die pers?nliche Beziehung ist aber in jedem Fall durch kein Tool zu ersetzen. Der menschliche Faktor, hei?t das pers?nliche Engagement sollte bei allen Feedback Abfragen nicht au?er Acht gelassen werden.

We can't count on tools, yes we have to be connected by emotions with our customers/ clients and this is the only method to get your feedback in a real sense to implement it in the right way of growth of all round development.

Feedback widgets serve as a seamless touchpoint for customer interaction, subtly integrated into the user experience. They not only facilitate immediate feedback but also signal to customers that their opinions are valued, fostering loyalty. Moreover, the data collected through these widgets can be incredibly granular, offering insights into specific features or content, which is invaluable for targeted improvements. As sales operations increasingly focus on customer-centricity, the real-time, context-rich data from feedback widgets is becoming essential for driving sales strategies and product development

Social media is where customers express their feedback freely and they can express it better, which gives you as a manufacturer the opportunity to understand better how they perceive your product or service

- Uma plataforma que pode alavancar e criar um Marketing relevante é o Google, a sua empresa deve estar sinalizada no Google, os clientes fidelizados v?o avaliar e descrever a experiência que tiveram na tua empresa, ao usar o produto, ao ser atendido! Logo alguém precisará usar o GPS através do Google para chegar até a empresa, para saber onde ela está localizada, qual horário de funcionamento, quais produtos e servi?os ela oferece e as avalia??es v?o endossar a importancia da empresa, as solu??es que ela traz, a relevancia que ela tem. Claro, teu propósito deve ser resolver, assim a plataforma vai complementar o que você já oferece e tem por objetivo!!!

The most effective tool for tracking customer feedback after a sale is a comprehensive customer relationship management (CRM) system. CRM platforms allow businesses to collect, organize, and analyze feedback through various channels such as surveys, emails, and social media, providing valuable insights to improve products and services.

Ich nutze meine eigenen Post als Feedback Kultur, freie und offene Kommunikation sowie eine Empfehlung direkt nach Vertragsabschluss und stetiger Anpassung der partnerschaftlichen Zusammenarbeit. Es ist die lange Sicht, die entscheidend ist ob man einen guten Verkauf hatte. Man muss ansprechbar sein in guten sowie schwierigen Zeiten, das macht für mich Erfolg aus.

Unfortunately social media has bots. They look for key words. You have to be very careful. Direct contact is way more effective

In my trade which are mostly high value business a periodic contact via phone or email even a visit as per the demands of the transaction does wonders . Always have a booth in an exhibition at least in all major conferences or events . That is good way of meeting your existing customers along with the new ones (they will also bring some ) . Address all criticism and absorb all complaints and compliments in same enthusiasm

Using analytics tools, like Parse.ly from Automattic Group, offers a deep dive into customer behavior, tracking their journeys, conversions, retention, and churn rates. These tools are invaluable for identifying patterns and trends that can inform strategic decisions to enhance products, services, and processes. By leveraging the data collected, businesses can pinpoint areas for improvement, optimize customer experiences, and ultimately drive growth. Parse.ly, in particular, excels in providing actionable insights that help understand what drives customer actions and outcomes, enabling a more data-driven approach to customer feedback management.

Continuing the level of communication you had with them prior to sale and during implementation. The worst is when everyone has been paid and moves on…the customer does not move on. If you talked weekly to sell/implement it, you should talk weekly post implementation to insure all is as what you sold!

AI analyzes vast amounts of customer data, from past interactions to browsing history, purchase behavior, and even social media activity. It uses this information to create a nuanced understanding of each customer's preferences, needs, and expectations. Some other popular ways are going focus groups and interviews,surveys,feedback forms and widgets, customer service interactions,social media and online reviews. The one to one interaction which gives hands on feedback are sales calls.

Having continuous business reviews is a great way to keep engagement. This will keep your business fresh in their mind and will help you meet predetermined metrics to earn you more business. Usually once a month to once a qtr is usually a good cadence,

Maintain good communication & relationship with your customer. Put your shoes on theirs and theirs on yours. Threat them as you want to be threated. You’ll get honest feedback from your customer. Any feedbacks are good as long as it is honest feedback, no matter if it is negative or positive feedback.

A focus group discussion with the customers can also be an effective way of getting feedback. Learnings will come from your most active or loyal customers and also from the disengaged customers.

As mentioned above, there are several tools to gather the customer feedback- NPS, post sale sms, emailers, feedback forms, CRM, analytics........ But to get the best from these tools is to encourage your customers to speak up. The critical part is make your customer comfortable and provide a conducive and friendly platform to air their views. Adopt all the tools to track customer feedback and let them use the one they are comfortable with. Some may delete the sms but respond on emails; some may respond to personal phone calls........ let them have this choice.

Most companies focus on why deals are lost, and will regularly review this aspect of the sales function. But more businesses also need to closely analyse why deals are won. It's often easy to gloss over this ("we won, let's get started with onboarding!") and fail to really understand why a client chose you vs other suppliers.

Verbal feed back.... right from the horses mouth!! Talk to the customer. Have a one to one interaction. Understand what they wanted and whether we have been able to live up to their expectations.