Encompass-CX

Encompass-CX provides a business-to-business customer experience management software platform designed to gather, measure, and analyze client journey interactions to determine customer health. The company's core service is a cloud-based application that integrates both perception data, such as surveys, and fact-based data, like support tickets and CRM entries, to offer a holistic view of customer relationships. This allows businesses to identify at-risk clients, discover cross-sell and upsell opportunities, and reduce churn.

The platform was founded by Tom Cates, who also founded The Brookeside Group, a consulting firm focused on B2B client relationships. The concept for Encompass-CX evolved from over a decade of customer research, which revealed that traditional metrics like Net Promoter Scores were insufficient for accurately assessing business relationships. Working with academics from Harvard Business School, Cates developed a more effective methodology for measuring the strength of customer relationships, which formed the foundation of the Encompass-CX software. Cates holds two patents for his research in measuring client loyalty and has a background that includes senior roles at Mercer Management Consulting and IBM, as well as an MBA from The Wharton School.

The software provides features such as customer feedback management, real-time analytics, churn management, and integrations with CRM systems. It offers clients a dashboard with real-time visibility into account health, enabling actionable insights for teams from the executive level to customer-facing roles. The business model is geared towards medium to large companies, particularly in sectors like accounting and finance, helping them to improve client satisfaction and loyalty. By providing tools for customer journey mapping and segmentation, the platform helps organizations mature their customer experience processes from reactive to optimized.

Keywords: customer experience management, B2B CX, client relationship management, customer health analytics, churn reduction, customer journey mapping, client feedback analysis, SaaS, account management, customer success platform, data aggregation, real-time analytics, client retention, cross-sell opportunities, customer loyalty, sentiment analysis, CRM integration, service metrics, support tickets, onboarding assessments