Outcomes 2017 for Win Loss and Customer Experience Pros

Outcomes 2017 Speaker Spotlight: Penny Queller

If you want to clearly understand how to use sales acumen and competitive intelligence to position your company to close more deals, then sign up for Outcomes 2017 conference.

Outcomes 2017 will be filled with helpful information and valuable networking opportunities. Collaborate and generate innovative ideas with other sales, marketing, and product management professionals.

This conference is an intensive and intimate opportunity to connect with business leaders and listen to their strategies.

Speaker Spotlight:

Penny Queller

Senior Vice President, Director of Worksite Marketing for Monster

Leveraging Win Loss & No Decision Analysis session

 

As a powerful thought leader and relentless innovator, Penny leads Monster’s Staffing business unit and brings more than 20 years’ experience in all facets of talent acquisition technology and solutions.

Her progressive perspectives in talent management ensures HR and talent leaders represent a strategic role in driving organizational success regionally, globally and deliver true competitive advantage.

Penny is passionate about issues such as supporting women in the workforce, promoting diversity and inclusion, and corporate social responsibility and was recently recognized by HRO Today – Superstar Award.

She is often quoted in business publications and speaks frequently as a Subject Matter Expert on recruitment trends and solutions at various industry events.

 

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Outcomes 2017 for Win Loss and Customer Experience Pros

Outcomes 2017 Speaker Spotlight: Dave Morfas

Outcomes 2017 conference focuses forward in this year’s collaborative presentations and workshops.

Our conference is bringing together seasoned experts in sales, marketing, and product management to discuss current issues facing business professionals.

This year’s program features presentations from executives who will offer their unique perspectives and approaches to win loss and customer experience analysis.

Speaker Spotlight:

Dave Morfas

Director of Marketing for Plex

Be Mindful of Root Causes breakout session

 

Outcomes 2017 Dave Morfas Marketing Director

Dave has worked directly with both sales teams and customers for twenty years in marketing, pre- and post-sales roles in the telecom and software industries for Tellabs, Consona, Aptean and Plex Systems.

He develops informed sales strategies that align product and company differentiators to prospect business needs, and uses best practices and insights from Primary Intelligence to deliver the path of least resistance toward winning new customers.

Dave is looking forward to learning from peers and sharing his experiences with win loss analysis at Outcomes 2017.

 

 

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Outcomes 2017 for Win Loss and Customer Experience Pros

Outcomes 2017 Speaker Spotlight: Jeff Moloughney

Are you ready to get on the fast track to discovering insights and achieving results with win loss and customer experience programs?

Outcomes 2017 conference is just 12 weeks away.

We are excited to feature our clients as speakers at Outcomes 2017.

These speakers will be sharing best practices and insights on how they use Win Loss and Customer Experience analysis to close sales deals, accelerate revenue, and achieve customer success. They’ll be showing you the best ways to reach measurable business outcomes.

Speaker Spotlight:

JEFF MOLOUGHNEY

Vice President Product Marketing for CA Technologies

Being Consistent with the Scheduling Process breakout-session

Outcomes 2017 Jeff Moloughney Product Marketing

Jeff guides teams to define product positioning, craft unique messaging, and build creative content designed to drive lead generation, fill the sales pipeline, and help customers transform ideas to outcomes, quicker.

His win loss analysis program provides the necessary intelligence to accomplish these responsibilities. Jeff values the detailed competitive information he receives from the Primary Intelligence team. This allows him to focus on other areas of the business.

Jeff is excited to meet the attendees and hear first-hand how other teams are managing competitive win loss techniques and discover the latest trends.
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Unexpected Benefits of Customer Experience Programs

Four Unexpected Benefits of Customer Experience Programs

Win loss analysis is not the only form of buyer analysis. Another one occurs long after the sale. Customer experience interviews focus more on the product and solution than on the buying process and provide insights on key capabilities, missing capabilities, and ideal market profiles.

Customer experience touchpoints should occur immediately after the initial implementation of your solution and again periodically throughout the life of the solution’s use. A common practice is to engage with customers every six months to measure their satisfaction and identify areas for improvement in product, support, and training.

During its research, Primary Intelligence discovered four unexpected benefits from Customer Experience programs:

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Prescription pills spilled on table

Customer Experience Insight Saves 1.5 Billion Dollar Renewal

In the dog eat dog world of pharmaceuticals, winning or losing your renewal contract has heavy ramifications. Knowing your customers’ experience and the key decision drivers that keep them coming back is critical when playing at this level, as the competition is fierce, and loyalty is in no way guaranteed.

Knowing your customers’ experience and the key decision drivers that keep them coming back is critical when playing at this level, as the competition is fierce, and loyalty is in no way guaranteed.

We helped a major pharmaceutical company that needed to win that fight come hell or high water. All suspense aside, you already know by the title of this post that they were successful in exploring the voice of their customer to win the deal.

By incorporating a customer experience program, our client successfully renewed a billion dollar contract. Here’s how we helped them do it.

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Win Loss for Competitive Sales

Win Loss Analysis for Competitive Sales: When You Know More, You Win More

 

Why Win Loss Analysis for Competitive Sales?

Win loss analysis is a branch of market research focused on understanding why companies win or lose new business opportunities. By implementing a win loss program, you can obtain reliable, actionable, and unbiased feedback about how well your sales team performed in recent competitive opportunities. You can identify the best practices of your top performers, your competitive positioning within each opportunity, how well your solutions were received, and much more.

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Sales Presentations - Scripted or not?

Win Loss Best Practice Series: Scripted versus Tailored Sales Presentations

Is it better to have a scripted sales presentation or a tailored one? The guiding principle in any sales process should be listening to your buyer and tailoring your sales presentations to meet your buyer’s unique business needs.

Then again, having a template for your presentation is helpful because you don’t have time to reinvent the wheel every time you need to present to a new prospect. Just plug and play, copy and paste. Makes sense, right?

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Buyers sense of urgency - fire alarm

Do Your Buyers Have A Sense Of Urgency?

When trying to get to the end of sales cycles, sellers always seem to be in a hurry. In stark contrast, buyers frequently drag their feet before making decisions to spend money. Consider how often close dates slip for opportunities in the forecast. This discrepancy in decision time frames can cause sellers to close prematurely, offer discounts to accelerate decisions and pressure buyers. In extreme situations, deals can be lost. It often comes down to the seller’s or vendor’s agenda of needing to book orders at month, quarter or year-end.

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Woman on phone

Does Your Sales Team Need to Love Your Product to Sell It?

The short answer? Yes.

Sure, we can all hold our noses and do things we don’t like, but few of us are also good at masking the discomfort. It’s obvious. You can’t appear engaged in that conversation while also thinking through tonight’s dinner plans in your head.

Of course, the long answer is it takes more than love. A sales rep also has to be confident in what they are doing in order to have the good intent, sincerity, and knowledge needed to close a deal with today’s B2B buyer (who has already Googled you for three weeks before calling).

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Selling to B2B Buyers

Highlight Industry Expertise When Selling to B2B Buyers

When selling to discerning B2B buyers, most sales reps focus on product or service attributes, an appropriate strategy since most selection decisions typically hinge on solution fit.

However sales teams can also distinguish themselves in buyers’ minds by knowing what non-solution factors are important to their prospects, including which factors are most important from an overall company perspective.

At Primary Intelligence, we recently completed research that examines Read more

Revenue Retention

Why Revenue Retention—Not Just Customer Retention—Is Important in CX Success

A Vice President of Marketing I once worked with had a saying that he would frequently use throughout his day: “Not that.”

His “Not that” saying was his way of staying focused on the most important tasks at hand and not getting sidetracked by extraneous events. “Not that” often comes to my mind as I juggle both professional and personal obligations. What’s most important – “that.” What can wait until later – “not that.”

As companies try to maximize revenue and profitability, they often try to determine which customers are most critical and must be retained (“that”), and which customers may not be as critical (“not that”) due to any number of reasons—misalignment between customer needs and solution capabilities, sky high support costs, or incompatibilities with future strategic direction.

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Revenue Leakage

How Well Are You Tracking Revenue Leakage?

Revenue leakage is a term gaining increased attention as companies try to shore up all potential sources of income. Revenue leakage is defined as customers spending less money with their providers than anticipated over the course of the contract. For example, if a provider signs a $1 million contract but can only invoice for 50% of the contract value by the end of the term, they’ve experience revenue leakage of $500,000.

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Business Growth with B2B Buyer Loyalty

B2B Buyer Loyalty: Lights the Way to Business Growth [Infographic]

How certain are you that your organization will be asked to bid in future opportunities with a coveted account? How sure are you that customers will recommend your brand to colleagues and friends?

Primary Intelligence’s latest industry report found that 46% of all B2B buyers say they’ll consider evaluated vendors for future business opportunities with their organizations.

The report also revealed that just 40% of buyers gave high marks to vendors when asked their opinion about product quality. Even fewer buyers—just 39%—said they’d recommend the vendors they evaluated to other companies and friends.

One key takeaway: Stay in touch with buyers, even when a sales deal is lost.

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Customer Retention

Customer Retention: Lessons Learned from my Auto Mechanic

When my car needed to be repaired recently, I asked friends and neighbors for their recommendations. Their responses were uniform: John at Island Center Auto.

I wasn’t surprised. We had used John for car repairs in the past. It didn’t matter that we had different makes and models of cars. It didn’t matter that we didn’t know John’s last name (he’s known in the community simply as “John”).

It didn’t matter that John never answers his phone and prefers to communicate by fax. (Fax!) It didn’t matter that John doesn’t have email. Or a website. Or a cell phone.

All that was important was John’s reputation as the go-to guy for car repair.

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Measure Sales Success - KPIs

B2B Buyer Loyalty: Measuring and Tracking Success

When my kids were young, I was constantly monitoring their growth. After each well child checkup with the pediatrician, I’d compare their height, weight, and body mass index (BMI) to those of their peers in government growth charts. Were they growing too fast? Too slow? Just right?

Height, weight, and BMI are all good indicators of childhood health. But what about businesses? How can they ensure they’re progressing at a healthy rate as well?

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Bookstore, birds-eye view

Don’t Sell Blind: The Importance of Understanding Buyer Needs

Virtually all companies claim to be “customer-centric” but set many of their sellers up for failure with the prodigious amount of product training they provide. Sellers’ “comfort zones” become talking about offerings rather than exploring business issues. While tolerated at low levels within organizations, it often shortens sales calls made on executives or abruptly ends them. Executives have neither the time nor the desire to be “educated” about offerings by salespeople.

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Buyer Loyalty: Trust Me

Trust Me! Why Building Trust Gains Buyer Loyalty

When sales professionals sell products and services to prospective buyers, buyers want to know that the sales team understands their business needs at a deep and fundamental level. The more closely the sales team can demonstrate a connection between the buyer’s needs and how the solution will address those needs, the more likely the buyer is to choose that particular solution and trust the sales team over the long term.

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Develop buyer personas

Teasing the Hairball Out of Your Head

I recently attended a Customer Experience Professionals Association (CXPA) workshop where Tamara Adlin shared her expertise in building buyer personas. If you’ve never met Tamara, she’s a straight-talking, take-no-prisoners kind of gal. As each member of the group introduced themselves and gave a brief overview of their experience with building personas, Tamara became increasingly excited and finally pronounced, “I can’t stand it any more. I need to start talking!Read more

Grand Central Station

Uncover Buyer Roles to Improve Your Win Rate

A seller’s role in B2B purchase decisions is akin to navigating the haunted house at your local theme park. You shuffle along in what feels like a smoky darkness during most of the process, with only a vague outline of who is involved in the evaluation. Surprise competitors enter the fray like those cob-webbed skeletons ready to pounce as you turn blind corners. And worst of all, you have only small indicators of when it will end; that sliver of light you saw up ahead felt promising until you were pushed unexpectedly left into the scary clown room.

As a marketing leader, it’s your responsibility to make sense of the mad house, charting a clearer path to success for your sales team whenever possible. Sometimes it’s a simple fix, like tweaking wording or cleaning up your pitch deck.

Other times, it’s about thinking bigger.

I’d recommend starting at the beginning. Before you decide how to navigate the buyer’s journey to a win, understand who is involved in the decision.

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