If you read my columns here, you’ll note I focus a lot on consumer insights and customer experience (CX) approaches. But guess what? CX and CSAT can be just as important for B2B or industrial sales.
When Customer Satisfaction Surveys Are a Must
If you’re an industrial business that has to comply with ISO 9001 or any other derivative of an international manufacturing standard such as TS 16949 for those supplying the automotive industry, or maybe GMP for those supplying pharmaceuticals and healthcare, then running an annual customer satisfaction survey is a condition of doing business in your industry.