B2B Customer Research
In B2B markets, every customer interaction matters - and every decision carries weight. Our tailored customer research services help you uncover what your clients really need, how they perceive your offer, and where you can create more value. We go beyond satisfaction scores to deliver insight that informs strategy, improves performance, and strengthens relationships.
Business buyers are complex. Decision-making involves multiple stakeholders, long sales cycles, and high expectations. Getting the right insight from the right audiences can help you streamline your processes, identify pain points and give you a complete picture of your client relationships.
If you are looking for a research partner and would like to find out more about our range of services, complete our short online form to speak to one of our B2B research experts.
What we do
As a full service customer research agency with over 25 years’ experience in B2B research, we can help you with every stage of your journey, from planning and research design, to creative communication and taking action.
B2B Research Services
B2B Research Design
Relationship Surveys
Key Account Reviews
B2B Depth Interviews
Consultancy
CX / VOC Audits
B2B Customer Journey Mapping
Training
Storytelling and Creative Communciation
Book a B2B intro call
Book a B2B introductory call using our online calendar to discuss your business needs and objectives and determine how our research can help.
B2B Webinars
Webinar
B2B Customer Journey Mapping
Journey mapping is an important task to undertake for both B2C and B2B customers, but the outputs for these 2 groups will look significantly different. We’re focusing on B2B customer journey mapping in this webinar and how to ensure all the relevant insight is captured.
Webinar
B2B: Issue Resolution And Managing Relationships
Things go wrong from time to time. We all know that, and customers expect their suppliers to make mistakes. It’s the way in which issues are resolved that makes the difference between a negative experience and a positive outcome. Issue resolution is a key part of effective relat...
Webinar
Emotions in the B2B Customer Experience
It’s now widely accepted that emotions drive decisions, which means that if you want to understand customers you have to make sure that your insight is equipped to access their emotions. Perhaps surprisingly, this applies just as much to B2B customer relationships. In this webina...
Webinar
Identifying B2B Customers' Needs With Exploratory Research
B2B customer research can be more than just an opportunity to understand how satisfied your customers are currently – It can also be an opportunity to understand what your customers need beyond your existing products and services. Exploratory research with a B2B audience can off...
Our Services
Our range of services are here to help you understand and improve your customer's experience.
Explore & Understand
Good customer research means looking at the experience the way the customers see it. Understanding their thoughts and feelings will help you make improvements.
Measure & Track
Strategic surveys will offer you a consistent set of results to track and monitor the health of your relationship with all your customers. We will help you understand how customer satisfaction and attitudes lead to loyalty behaviors such as retention, related sales and referrals.
Plan & Act
We can help you structure workshops and service design sessions so that you and your colleagues can clarify what you’re trying to achieve, link customer insight to your internal processes, and develop clear and specific action plans to improve.
Storytelling & Culture Change
It’s important to communicate to your research story to show how important the survey is to you and what you’re doing to improve. We’ve seen that customer communication can make a big difference to response rates (demonstrating that you listen) and improved perceptions.
How We Work
A client once said that they see us as an extension of their team, and that’s what we aim for. We want to build long-term partnerships with our clients, adapting the research programme to ensure it continually evolves to meet the needs of the business.
9 of our top 10 clients have been with us for over 10 years, and our top 5 clients average over 15 years. According to our most recent client survey, 63% of our clients have seen their own customer satisfaction increase in the previous 12 months. That’s our ultimate measure of success.
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Customer research
We are TLF, a customer experience research company that has been designing tailored customer experience and market research programmes for over 20 years.
Downloads
CX Tools and Templates
Our CX tools and templates have been created to help with some of the biggest challenges we know organisations face when it comes to using customer insight to drive improvements for customers. From Customer Journey Mapping, User Stories and Personas, to CX Strategy and Action Pl...
In-House Training & Workshops
Delivering an excellent customer experience requires a motivated and enthusiastic team. If you’re looking to inspire colleagues around the business, a workshop might be the ideal solution. From customer centricity and empathy, to journey mapping and storytelling, we have a range ...
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Get In Touch
Get in touch to discuss your research plans.