This one problem could have easily equated to 10% loss rate just from a responsiveness issue.
Mike Brose, our Vice President of Sales, said:
“Without the discovery session, the whole win loss program could have been harmed. The sales team and leadership would have been in conflict with the perception of the buyer, and credibility could have been diminished.”
True actionable improvement comes when root causes are captured and leveraged either on the positive side or eliminated on the negative side. Without the root cause, you just have nice feedback but not necessarily actions that can improve process. Discovery sessions ensure that the real root cause is determined from hearing both sides of the conversation. Without that, it is easy to jump to the wrong conclusion and potentially damage systems and relationships unnecessarily.