A cybersecurity tech company wanted to measure which aspects of its customer experience are most important to get right. However, two distinct service offerings in a highly technical market made it challenging to understand the complex customer journey and needs.

A SaaS company was growing its market share by acquiring several software brands. The company knew its net promoter score for the specific products of these sub-brands. However, it needed help from a B2B market research agency to measure its overall B2B customer experience and performance based on key metrics.