Reference Deep-Dives — Page 33
NPS Reporting: Executive Dashboards That Drive Action, Not Just Awareness
Move beyond vanity NPS dashboards with a four-layer framework connecting sentiment to driver analysis, action tracking, and business outcomes.
The PE Due Diligence Timeline: When Customer Research Fits In
Map the PE deal timeline from screening to close and see where customer research fits at each stage. Sample sizes, costs, turnaround, and deal impact by phase.
PE Value Creation Through Customer Research: From Due Diligence to Portfolio Growth
How private equity firms use customer research across the investment lifecycle — from pre-LOI thesis validation through exit preparation — to compound value.
Post-Acquisition Customer Research: The 100-Day Playbook for PE Teams
A structured 100-day framework for post-acquisition customer research, from baseline measurement to segment deep dives to evidence-based action plans.
Quarterly Competitive Review Template: Structure and Facilitation Guide
A template for running quarterly competitive intelligence reviews. Includes agenda, pre-work, facilitation tips, action frameworks, and failure modes.
Commercial Due Diligence Red Flags: Customer Signals
The 10 most dangerous customer signals that surface during CDD interviews -- how to detect them, what they mean, and how to adjust the deal.
SaaS Due Diligence: Customer Health Metrics
SaaS CDD metrics to validate through customer interviews: NRR, GRR, cohort retention, and the customer-validated methodology that reveals what data rooms hide.
Satisfaction Survey Response Rates: Why They Decline and What to Do About It
NPS and CSAT response rates have dropped 30%+ in 5 years. Why it biases your data, and when to switch from optimizing surveys to interviewing non-respondents.
Switching Triggers: What Makes Buyers Leave for Competitors
How to identify, categorize, and act on the specific events that cause customers to switch vendors using competitive buyer research.
Voice of Customer Programs: NPS, CSAT, Interviews
Most VoC programs are just survey programs. Build a multi-signal system that fuses NPS, CSAT, behavioral data, and interviews into compounding intelligence.
Why NPS Fails in Due Diligence (And What to Measure Instead)
Why Net Promoter Score is misleading for deal decisions and what metrics PE teams should use instead -- from competitive vulnerability to switching cost ratios.
How Academic Affairs Teams Use Research to Improve Programs
Move beyond course evaluations by using qualitative research to understand student experiences and drive program improvement across academic affairs.