Case Study: Multi-Billion-Dollar B2B Software Company achieves 4% revenue increase and 13-point ACSI satisfaction gain with CFI Group

B2B Software Solution Company - Customer Case Study

B2B Software Solution Company faced a worrisome dip in sales and customer satisfaction amid a rapidly shifting IT market and needed to boost customer retention and share of wallet. CFI Group was engaged, leveraging its access to the American Customer Satisfaction Index (ACSI) methodology to diagnose root causes and guide action.

CFI Group found the sales team was targeting the wrong contacts and not engaging key decision makers, and recommended focused changes: identify and sell to key decision makers, shift to a single point-of-contact account management model, hold regular quarterly meetings with purchasing and department heads, and streamline negotiations by empowering account reps. Within 12 months the customer’s ACSI score rose from 64 to 77 (a 13-point gain) and revenue increased by 4%, demonstrating a significant ROI from CFI Group’s recommendations.