The Power of “I Don’t Know”
Early in my prior life as a product manager, I realized that guessing at what customers want and need from products was not a sound strategy. That’s when my passion for soliciting insights from customers directly [...]
Are You Doing Your Homework?
In a previous blog post, I shared 3 points to help succeed in the current virtual B2B selling environment. Virtual selling isn’t going away and it’s important to embrace and master the keys to succeeding. One [...]
Tips for Embracing Remote Selling
The adjustments we have all had to make to the new realities of life in 2020/pandemic times extend, of course, to B2B selling also. I’ve interviewed many B2B buyers this year in my win/loss/churn research project [...]
No better time to LISTEN to your customers!
If you’re like me, you have seen an INSANE increase to the volume of incoming emails in the past few months. It’s mind numbing: every single company you have ever had any kind of relationship with [...]
Top 5 Ways to Close More Deals
As we approach our 20th anniversary of providing research support to companies, I recently stopped to think about what common themes I’ve seen across the hundreds of win/loss interviews I’ve done. This information can help you [...]
Are B2B customer satisfaction surveys a dying breed?
When talking to a colleague recently, I was recently reminded of why I went into customer research back in 2000 when I started The Insight Advantage. I was passionate about customer service and wanted to help [...]
An Interesting Take on Customer Success vs. Customer Service
Over the past 10 years, we have seen the emergence of Customer Success teams primarily in B2B software-as-a service (SaaS) companies. This shift is the focus of a recent Forbes article where a good friend and [...]
Win Loss Analysis Tip #111: Using Win/Loss Research to Fine-tune Your Marketing
Many people I talk to think that win/loss research is focused on just providing feedback to salespeople about how they could have done a better job closing a sale. Definitely not! There are so many benefits [...]
Win Loss Analysis Tip #110: Win/Loss Research Provides Great Competitive Intelligence
Having insights about your competitors and their new products, marketing strategies, etc. is important to make sure that you remain competitive. Often companies are at a loss for how to get insights about their competitors beyond [...]
Win/loss Research in a B2C Environment
In my experience, companies who invest in win/loss research are typically in the B2B world. I imagine that is driven by some of the following factors: B2B accounts are typically associated with more ongoing revenue, especially [...]
Exploring What Makes a Great Research Interview
Like most people, sometimes I take for granted the experience and expertise that I bring to my work – specifically when conducting win/loss research interviews. I thought it would be helpful to deconstruct the elements of [...]
Win Loss Analysis Tip #109: Not All Lost Customers are REALLY Lost
After doing several rounds of win/loss research, I realized that there is an amazing side benefit that happens almost every time I take on one of these projects. I have found that not all lost customers [...]