Developing a product and delivering it into the hands of customers doesn’t mean they will get value. In fact, without a deliberate customer insight loop back to all areas of our business, we are likely to go to market without the right data. Sales, marketing, and success leaders need an “insights crystal ball” that reveals hidden customer intent and opinions, helping them uncover upsell opportunities, prevent churn, and guide go-to-market strategy. B2B organizations rejoice, as the crystal ball becomes one step closer to reality with the launch of TheySaid’s Customer Perceived Value (CPV) Engine, a modern voice of the customer platform.
Let’s take a closer look at what CPV is, its remarkable features, and how it will help you grow your business through your customers.
Why Customer Perceived Value (CPV)?
As a B2B sales, marketing, or customer success leader, you’re constantly navigating the intricate world of customer experience. As someone always on the lookout for growth opportunities, ways to increase customer retention, and insights that validate your go-to-market strategy, stop the guesswork of what your customers want and hear it directly from them.
The CPV Engine taps into the four essential pillars of the B2B customer experience:
- Problem: are we solving a critical problem for the customer?
- Product: with a great product experience?
- People: and people and services that add value to their overall experience with us?
- Price: at a price point that is easy to justify?
With the CPV Engine seamlessly integrated with popular CRMs and CSPs like Salesforce, Hubspot, and Gainsight, you'll unlock a treasure trove of customer-driven insights. These insights will guide your decision-making, boost your competitive edge, and ultimately enhance the value you provide to your customers.
CPV makes the Voice of the Customer (VoC) Actionable
Gaining a deep understanding of your customers is the key to staying ahead of the game. Knowing what they truly want and how to provide the value they’re seeking is really half the battle. The CPV Engine shines the light on those dark, mysterious places to allow your team to uncover the meaningful insights that translate to success for both the customer and your business.
Here are the top three ways that modern B2B organizations gain value from CPV:
1. Discover Upsells, Cross-sells, and Churn Signals
CPV empowers your customer success and sales teams to uncover hidden opportunities for upselling and cross-selling. By analyzing key voice of customer data points on customer intent and perception, CPV identifies signals that indicate qualified upsell or cross-sell opportunities by analyzing customer behavior. Additionally, it enables proactive churn prevention by detecting early warning signs and enabling targeted retention efforts.
(Real customer insight)
2. Guide Go-to-Market Strategy
CPV provides direct customer intent for insights for executives, marketing, as well as sales and success teams to align their go-to-market strategy. By understanding customer needs, preferences and perceptions of your competition, you can optimize your messaging, tailor your product roadmap, and refine your sales approach to win your market. CPV equips you with the necessary data to make informed decisions that help you stay ahead of the competition.
(Real customer insight)
3. Lead Product Roadmap
CPV acts as a guiding light, illuminating the path to a successful product roadmap and eliminating guesswork if you’re delivering the features your users need and want. By analyzing customer feedback, usage data, and feature requests, CPV helps you break through the noise and deliver product features and enhancements that ensure stability, support, and value your customers expect. With CPV, you can ensure your product consistently delivers value and stays ahead of the competition.
(Real customer insight)
The Magic Behind How CPV Delivers Value
CPV operates on a proprietary methodology called Pulses. Rather than relying solely on surveys or sporadic feedback, Pulses establish a continuous feedback loop with your customers. By engaging them at critical touchpoints throughout their journey, CPV captures real-time insights and sentiments. This proactive approach ensures you have access to the most up-to-date and relevant customer data, allowing you to make informed decisions and drive meaningful outcomes.
Ready to Experience CPV?
If you're ready to unlock the actionabilityCPV and uncover the insights you’ve always wanted to know about your customer experience, schedule a demo to see how it works.
Will you be at Gainsight Pulse? Visit the team in person to see CPV live in action.
Stay connected with TheySaid as we continue to break down the four pillars of CPV: Problem, Product, People, and Price. Each has a unique place in the customer experience, and we look forward to sharing more.