When was the last time you asked your customers what they want?
Client Heartbeat lets you survey your customers, compare results between surveys and with other businesses in the same industry, and automatically identify 'at risk' customers.
The questionnaire presents two questions that are the same each month, and four that can be customised by the business surveying its customers.
Founder Gordon Tan argues that limiting the survey to six questions improves the response rate from the industry average of 5 percent to 60 percent.
Pricing starts at $25 per month (if paid yearly) for two surveys per year of up to 50 customers. That adds up to $150 per survey, which seems a bit steep to us - other cloud services such as SurveyMonkey and MailChimp have a free tier for such minimal use (SurveyMonkey allows up to 10 questions and 100 responses per survey at no charge, and MailChimp's mailing list service is free for sending up to 12,000 emails in aggregate per month to no more than 2,000 addresses).
We'd argue that a free tier would increase the use of Client Heartbeat among small businesses, and the company would benefit from having a much bigger pool for respondents for industry benchmarking.
500 customers can be surveyed as often as you want from $57 per month, and pricing for unlimited customers starts at $85 per month.
That latter plan also includes synchronisation with a CRM system. A free three-month trial is offered, along with a 12-month money-back guarantee.
Remember though, that direct contact doesn't always get a straight answer - we're aware of a case where a small business rang one of its more significant customers to check that all was well and the customer was getting what they needed, and was assured that the relationship was in a good state.
A couple of days later, the business got a call from another manager at the customer to inform them that their services were no longer required.