Keep your friends close and your customers even closer…


 
 

 
 


Understand and engage with your customers like never before.



Active Customer Research Made Easy:


Net Promoter Programs

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Net Promoter Scores

Net Promoter Score (NPS) is the gold standard for understanding overall customer satisfaction by asking the likelihood that a customer would refer you to a peer or colleague. While the concept is simple, there are critical nuances in how and when you ask for feedback that impacts your customers’ willingness to respond. We show you how to maximize customer engagement.

Customer Satisfaction

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Customer Satisfaction

Sometimes you need to dig deeper into your customers' overall satisfaction such as aspects of your products, services, support, user meetings, and the like. Creating customer research initiatives is more of an art than it is a science. How many questions should you ask? How often should you reach out? And how do you maximize engagement? We can help.

Post-Case Follow-up

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Post Case Follow-up

How are new customers feeling after the initial go-live with your product? How do existing customers feel about their most recent renewal? Staying extremely close to new customers during the first year is critical and is made easier since Reaction integrates seamlessly to online CRMs.

Win/Loss

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Smart Win/Loss Program

Do you know exactly why you lost a deal? How about why you landed a new account? How much can you trust brokers, account managers or sales people to give you truly accurate win/loss information? To discover the real reasons why business is being won or lost, use our Smart Win/Loss program.

Customer Expansion & Retention

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Upgrade, Expand & Retain

Are you flying blind when it comes to your customers’ renewal and potential expansion plans? Why aren't certain customers buying more of your products? How sure are you that customers are going to renew their contracts? Reaction helps you grow customer accounts and increase retention rates.

Customer Training Follow-up

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Post Training Follow-up

How effective are your training programs, classes, and materials? Follow-up research conducted in the right way and at the right time is critical in helping a new customer feel confident, happy, and secure.

Conference & User Group Meetings

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Conference & User Group Research

Does your company exhibit at major events such as conferences or user group meetings? These settings can be ideal times to connect and gather perspectives from your customers on a pressing topic ahead of, and even during, these events.

New Product Research

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New Product Research

You receive a constant stream of new feature requests from customers but which of these have appeal for the majority of your customers and from the market? Are customers truly ready to take advantage of it? How much additional development and training will be required? Before going down this rabbit hole, quickly discover the true demand so time and resources are used efficiently.

Trigger-based Research

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Trigger-based Research

Automate much of your customer research with CRM-integrated triggers. With this functionality, you can schedule your customer research projects to launch at regularly intervals or at the click of a button. Standardize Net Promoter Score, customer satisfaction, win/loss, upgrade plans, post-case and training follow-up with Reaction.