After the Customer Interview, Turn Feedback into Action
Increased revenue, saving existing relationships, and applying the key learnings towards future opportunities should be the result of actionable intelligence gathered during customer interviews. No one likes to lose, but in sales it is going to happen. Instead of looking around for someone to blame, the key is to gather as much information as possible about why you lose and then apply those learnings to future opportunities. If done correctly, the improvements made as a result of the feedback should help to reduce the number of losses that happen.
Customers vs. Prospects: Aligning Customer Experience and Win Loss Analysis
There are more questions that can and should be asked; the important concept though is that you need to design your research to be able to make appropriate comparisons between the two groups of customers. Without the ability to align the needs of customers and the wants of prospects, I cannot understand what my products need to satisfy the differing desires of each.
Sales Insights: The Key to Being a “Customer-Centric” Organization
Executive would be more open to vendors that realized product pitches are relics of the past when sellers pushed products.
Why B2B Sales Professionals Must Understand Buyers’ Needs
Gaining a deep understanding of other people requires significant effort, patience, and good listening skills. It’s a journey that can take a lifetime to perfect.
3 Things You Must Know Before Selling to the B2B Market
We look at ways in which B2B buyers are identifying and selecting their top tier of vendors for purchase evaluations—how they’re coming up with their short list of contenders (often with very little or NO input from sales or company reps). We also examine how B2B buyers expect excellence from their vendors, based largely on their expectations from their experiences as consumers in B2C transactions. Finally, we share the importance of personas and journey mapping in terms of better understanding B2B buyers.
The Types of Customer Data to Collect to Improve Marketing Strategy
Collecting a combination of open-ended and close-ended feedback is a best practice at Primary Intelligence. While collecting only close-ended or only open-ended feedback is possible, having one without the other only tells one side of the story.
Three Questions to Predict if Your Customer Will Renew
If your customer experience program is not telling you how likely your current customers are to renew or expand their spending with you in the near and long term, you’re missing a critical metric of success.
Six Tips for Sharing B2B Customer Experience Insights with Employees
At Primary Intelligence, broad access to Customer Experience information is viewed as a best practice since this gives employees, managers, and executives deeper insights into customer perceptions of the organization. Widespread access also allows individuals at every level to construct possible remedies to address customer concerns and gives impetus and support for new initiatives.
Three Tips for Communicating with B2B Customers
Communication is a key theme in customer experience. Yest some organizations still believe it’s scary to communicate with their customers. Confirming problems and issues means you actually have to do something about them, you have to fix them, to let customers know you heard them and are addressing their problems.
- Win Loss Best Practice Series: Four Ways to Eliminate Bias in Your Win Loss Analysis Surveys
- After the Customer Interview, Turn Feedback into Action
- The Compartmentalization of Competitive Intelligence in a Company
- Customers vs. Prospects: Aligning Customer Experience and Win Loss Analysis
- 3 Ways Successful Companies Use Win Loss Analysis