I've written about how the Customer Experience (CX) responsibility does not lie in one group, rather it is an all-encompassing organizational endeavor. According to Wootric, the best way to ensure a sound CX program is when companies take a cross-functional team approach. Sales is a key part of that cross-functional team approach. Sales contributes to CX in [...]
In Part I of "How To Conduct Win-Loss Analysis To Achieve Strategic Growth", I discussed the pre-interview and interview phases of Win-Loss Analysis. The post-interview phase is the most important element of the Win-Loss Analysis process. During this phase, you will gain insights on how to actually improve your processes, and as a result, better [...]
I have been involved with Win-Loss Analysis from the product and sales sides since the mid–1990’s and have written about the subject since 2009. To this day, I do not understand why more companies aren’t conducting win-loss interviews, analyzing results and implementing lessons learned. When I speak with companies, many think they know the answers [...]