Industrial Products and Services

Did You Know?


65% of respondents would become long-term customers of a brand if they can provide positive experiences throughout the customer journey (PwC)

For industrial products and services, customer experience is a linchpin that significantly influences the success and sustainability of companies in this sector. For industrial products and services companies, customer experience directly impacts key business metrics, such as customer retention and revenue growth.

In this sector, clients are often making substantial investments in equipment, technology, or comprehensive solutions. The ability of companies to provide seamless onboarding, efficient implementation, and responsive support can significantly influence customer retention rates. Moreover, as industrial clients seek long-term partners, a positive customer experience contributes to upselling opportunities, as satisfied clients are more likely to explore additional products or services from a trusted provider.

In addition to customer retention and revenue growth, industrial products and services companies need to pay attention to metrics related to efficiency and effectiveness. Timely delivery of products, precision in implementation, and proactive maintenance and support, on-time delivery, equipment uptime, and resolution time for service requests become key indicators of how well a company is meeting its clients’ needs. By prioritizing a customer-centric approach, industrial products and services companies can not only enhance client satisfaction but also positively impact operational efficiency and overall business performance.

Case Study

Top Industrial Software Company’s journey to reduce churn in the SMB segment after uncovering a key insight on digital purchases.