It takes extra effort to beat an incumbent vendor. If you don’t demonstrate strengths that overcome the incumbent, you will not win.
Customer experience research will never be effective when it’s someone’s “other” responsibility.
You’re not always going to get the real reason you lost to a buyer. A third-party can get more accurate data even if the buyer knows it will be coming back to you.
Searching for that “really cool, unique item” that pushes the sale to close? How about understanding the customer’s need and then demonstrating how your product/solution solves that problem.
Retaining vs. detaining. One little letter can mean a lot.
It’s important to make any win loss analysis program as instructive as possible without finger pointing. In order to get sales people engaged, you have to remove the inherit defensiveness they feel when someone evaluates their interactions with clients and prospects.
Weeding out “no-decisions” from your pipeline as soon as you can will help your productivity. John Holland of CustomerCentric Selling explains how in this blog post.
Trying to gather feedback without audio recording makes for some very awkward phone conversations.