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 [...]
A few years ago, I wrote an article about Win-Loss Analysis for Product Managers. This is an update of that article. Marketers need to show their internal and external customers the value they bring to the table. Internal customers you say? The first group is Sales. Marketing can go a long way to close the [...]