As business-to-business market research specialists, it goes without saying that we have a rich seam of experience in terms of different industry sectors, clients, types of research and techniques. All of these are elements you would expect from a trusted market research partner.

However, we believe that one of our biggest strengths comes from our thought leadership capabilities. We think the best findings are those that successfully marry existing analytical approaches with genuinely fresh perspectives. This comprehensive collection of our thinking on business-to-business research is testament to this rigorous, ideas-driven approach. In short, we go beyond knowledge.

Customer Satisfaction

The Momentum Matrix – A Customer Experience Framework

Customer Experience Metrics Being a market researcher who carries out customer experience programmes for some of the largest businesses in the world, I can appreciate a useful metric – of which there are many at our disposal but all do have the ...

Written by Marc Brokenbrow
Customer Satisfaction

7 Tips for Keeping Your Path-To-Purchase Research on the Right Track

Most researchers and those involved in research circles are by now extremely familiar with the term “Customer Journey”. It entered the insight mainstream in 2012-2013 and has since become the all-encompassing descriptor of studies which explore t ...

Written by Conor Wilcock
Customer Satisfaction

Buyer Journey Research

Understanding the path to purchase is vital in driving brand preference. And crucially, it begins long before considerations on the likes of product features and price. Buyer journey research allows you to step into the buyer’s shoes and identify t ...

Written by Julia Cupman & Karen Hoffman
Customer Satisfaction

Putting the Customer at the Heart of the Business

In this white paper, we look at how putting the customer at the heart of your business can deliver an exceptional customer experience, and ultimately boost profits, along with some of the typical approaches for conducting customer experience research ...

Written by Matt Powell
Customer Satisfaction

The Customer Journey and How Businesses Buy

Two questions are at the heart of business to business marketing – how do people make choices in favour of one supplier rather than another, and how can we push aside an incumbent supplier and break into a new account. This paper addresses these tw ...

Written by Colette Stevens and Paul Hague
Customer Satisfaction

Six Steps To B2B Customer Experience Excellence

In examining the customer experience of over 500 b2b brands, we identified a step-by-step process to achieving b2b customer experience excellence that applies to virtually all b2b brands. ...

Written by Julia Cupman
Customer Satisfaction

The Six Pillars of B2B Customer Experience Excellence

Recent research we conducted with marketing professionals of large b2b companies showed that only 14% of firms are truly customer centric where the customer experience is embedded into their company culture. We examined over 500 b2b brands to determi ...