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Customer Experience Intelligence Inspires Innovation

Customer Experience Intelligence Inspires Innovation | Win Loss Analysis | Scoop.it

The most intelligent organizations are overcoming battlegrounds and silos to maximize their return on customer intelligence. They're insisting on the "dog wagging the tail" by instilling customer experience context for all actions and decisions company-wide. They're applying customer intelligence to innovate the full customer experience "bundle". And they're equipping organizational learning by sharing, showing actionable patterns, focusing on what customers are trying to get done, and being proactive in enabling customers to love the company. .


Via Bonnie Hohhof, Peg Wright
Ellen Naylor's insight:

This is an informative discussion on customer loyalty and voice of the customer as sources of solid customer intelligence. Win loss analysis is missing from this discussion, also a great source of customer intelligence that like customer loyalty and VoC require cross functional integration in order to take corrective action to keep the customer king. 

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Mary Gravitt's curator insight, August 5, 11:00 AM

#B2B #Leadgenerations #Marketingappointmentsetting

Patrice Laubignat's curator insight, August 6, 12:22 PM

Comment améliorer l'offre en interprétant les insights nés de l'expérience client ? Le contexte est-il décisif dans le ressenti intelligent de l'expérience ? 

Michael Allenberg's curator insight, August 9, 11:48 AM

I love this post!!

Win Loss Analysis
Learn how to retain more customers and win more deals through win loss analysis. Take corrective action based on this analysis and improve your sales operation, your products, customer service and so much more.
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Win/Loss Analysis Tactics for B2B Software Marketers

Win/Loss Analysis Tactics for B2B Software Marketers | Win Loss Analysis | Scoop.it
Ellen Naylor's insight:

Good read on the benefits of doing win loss interviews and analysis in house. No one knows your business like you do. Only thing I don't agree with is that consultants use scripted questionnaires in win loss interviews. Good ones don't and learn enough about your industry to ask additional questions when they sense the customer knows more. 

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A B2B Sales No-No!

A B2B Sales No-No! | Win Loss Analysis | Scoop.it
Has Your Company Ever Done this? I’ve been working with a young man who recently started a new job with a software company. He has six years of sales and marketing experience with another company in
Ellen Naylor's insight:

Help boost your win rates by following these tips. Don't even give a price quote without asking a lot of questions...

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How To Turn Bads Customer Into Good Ones

How To Turn Bads Customer Into Good Ones | Win Loss Analysis | Scoop.it
7 Tips on How To Turn a Bad Customer Into a Good OneCall - When you know a customer is unhappy, don’t be afraid to call the customer directly and do it ASAP! Discover what the issue is and hear them
Ellen Naylor's insight:

Changing your behavior to listening when they have problems, and trying to resolve it is a great way to retain customers. Great tips on keeping customers happy, often leads to improved retention. And don't you feel better about yourself when you listen...

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10 Effective Selling Techniques that Work - BrandonGaille.com

10 Effective Selling Techniques that Work - BrandonGaille.com | Win Loss Analysis | Scoop.it
The top traits and characteristics for effectively selling products and services.
Ellen Naylor's insight:

It's interesting that 91% of sales are made over the telephone, in spite of the fact that so many disregard the phone as valid communication these days.  Not surprisingly a top trait is listening. 

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Why Smart People Should Go Into Sales

Why Smart People Should Go Into Sales | Win Loss Analysis | Scoop.it
It's time to ditch the sleazy salesman stereotype. Some of the smartest leaders in the world are salespeople. Chances are, you're a natural.
Ellen Naylor's insight:

I have long believed that sales people are usually smart and savvy, perhaps not in the same way as an analyst, but that's not why you hire them. Depending on the field, sales people need to be extremely knowledgeable and educated, such as pharmaceuticals. More companies need to invest in their sales people, providing them market intelligence and elicitation techniques to help retain and win more deals. 

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Only Have 30 Minutes with a Sales Prospect? 12 Tips to Make that Time Count!

Only Have 30 Minutes with a Sales Prospect?  12 Tips to Make that Time Count! | Win Loss Analysis | Scoop.it
As a salesperson, it’s imperative that you buy into the solution you’re selling, and understand how it can address key pain points that your prospective customers are dealing with. After all, sales
Ellen Naylor's insight:

Win loss analysis is great after the sales decision is made. However, an excellent sales person wants to engage customers right from the first meeting. These 12 tips will help you make a positive 1st impression. 

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Customer-Centric Strategy for the Busy Business Leader

Customer-Centric Strategy for the Busy Business Leader | Win Loss Analysis | Scoop.it
Business leaders simply have too much to do. Whether you own and run the business or are an executive in a big corporation, your role is becoming more complex. We have too much to do and not enough resources to do it.


Strategy is not for wussies. To create a vision, lead with that vision and actually execute on that vision is a constant state. Leaders have to provide guidance and wisdom and make sure their people understand what role they play in the bigger picture. How can leaders take an ordinary vision and make it extraordinarily focused on customers? How can they add another responsibility to the growing list for them and their teams? Here are a few ideas for those time-strapped warriors.


Via Brian Yanish - MarketingHits.com, Sachin Bhatnagar
Ellen Naylor's insight:

You get plenty of customer quotes from doing win loss analysis, a customer-centric practice. CEOs need to support this process, which stems from interviewing customers and prospects soon after the buying decision, and is a sign of customer respect. 

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10 tips to help you become a Superstar in Sales

10 tips to help you become a Superstar in Sales | Win Loss Analysis | Scoop.it
Selling takes discipline, a system, and an ability to communicate and understand people. Do you have what it takes to be a Superstar in sales?

Via TechinBiz
Ellen Naylor's insight:

If more sales people followed this advice, there would be less need to query on the sales process in win/loss analysis. 

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Jan Wallen's curator insight, July 28, 9:46 AM

Social Selling is successful Sales + Social Media. To be a Social Selling Superstar, use the best sales tips and the best social media tips. 

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20 Reasons to Do Win Loss Analysis

20 Reasons to Do Win Loss Analysis | Win Loss Analysis | Scoop.it
I thought that you would only gain benefit if you conducted win/loss interviews quarterly, but I found out that you can learn so much, even from 20-25 interviews. I hope to share this skill in my ...
Ellen Naylor's insight:

There are more than 20 reasons to reach out to your customers in win loss interviews and analyze the results. What insight have you gained from win loss?

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Social Business For Real Work 9: Sharing Sales Intelligence

Social Business For Real Work 9: Sharing Sales Intelligence | Win Loss Analysis | Scoop.it
Part 9 of the Social Business For Real Work series.  The Challenge In order to be successful, sales teams need a good understanding of the market they are selling into, and the relative strengths an…
Ellen Naylor's insight:

Make is easy for Sales to share what they contribute; and acknowledge their contribution. Expand this community to marketing, customer service reps, contracts people--those who are exposed to customers/prospects and their anecdotal competitive information. Learn what information you can share that this community appreciates, that is not sourced by their customers and prospects. 

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Gartner: “Boost Your Sales Win Rates by 50% Via Win-Loss Analysis”

Gartner: “Boost Your Sales Win Rates by 50% Via Win-Loss Analysis” | Win Loss Analysis | Scoop.it
Most sales organisations claim to conduct some form of win-loss analysis. But according to a recent Gartner investigation, no more than a third conduct them with the proper degree of rigour. And gues…
Ellen Naylor's insight:

I enjoy the author's conclusion. You must act on the intelligence gathered from win/loss analysis, and be willing to make changes. I also like his point that win/loss isn't just looking at what went wrong at the sales decision time, but also studying earlier in the sales process when you could have influenced the outcome more readily. 

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3 Tips for Savvy Sales

3 Tips for Savvy Sales | Win Loss Analysis | Scoop.it
Everything in life is really sales, isn't it? Even if you aren't technically selling something, you are selling something. You are selling a product, your services, yourself.You're questioning my
Ellen Naylor's insight:

This is a simple message for selling something well all do:

Be forthright and honest

Tell them the truth in an attractive way without exaggerating

Approach your customers on their level and keep their goals in mind

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Close your mouth to close the saleColorado Business Magazine | Weisner Media | Denver News |ColoradoBIZ Magazine

Close your mouth to close the saleColorado Business Magazine | Weisner Media | Denver News |ColoradoBIZ Magazine | Win Loss Analysis | Scoop.it
Colorado Business Magazine is Denver, Colorado's source for finance, hospitality, businesses, sales, marketing, leadership, management, career and economic news
Ellen Naylor's insight:

Listening means close your mouth and also that inner chatter. 

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Sell the way your customer buysColorado Business Magazine | Weisner Media | Denver News |ColoradoBIZ Magazine

Sell the way your customer buysColorado Business Magazine | Weisner Media | Denver News |ColoradoBIZ Magazine | Win Loss Analysis | Scoop.it
Colorado Business Magazine is Denver, Colorado's source for finance, hospitality, businesses, sales, marketing, leadership, management, career and economic news
Ellen Naylor's insight:

Customers buy for their reasons, not yours. DISC communication styles is good to keep in mind whenever you converse with another person, even when cold calling. Listen for the subtle cues as to their communication style to promote sharing.

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How to Have an Effective First Conversation When B2B Teleprospecting

How to Have an Effective First Conversation When B2B Teleprospecting | Win Loss Analysis | Scoop.it
One of the most challenging aspects of sales teleprospecting is the first conversation. Here are some tips for building trust when B2B prospecting.
Ellen Naylor's insight:

My favorite tip is playing detective with a list of questions prepared. Also trust your intuition and listen: ask questions that aren't on that list. 

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Winning the saleColorado Business Magazine | Weisner Media | Denver News |ColoradoBIZ Magazine

Winning the saleColorado Business Magazine | Weisner Media | Denver News |ColoradoBIZ Magazine | Win Loss Analysis | Scoop.it
Colorado Business Magazine is Denver, Colorado's source for finance, hospitality, businesses, sales, marketing, leadership, management, career and economic news
Ellen Naylor's insight:

Great Advice: One of the most critical parts to the sales process is follow-through. Your job is not complete when the deal is. In fact, it’s just beginning. The very best sales professionals do what they say they are going to do and pay attention to the details.

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Rescooped by Ellen Naylor from Strategy and Competitive Intelligence by Bonnie Hohhof
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Top 5 Competitive Intelligence Podcasts for Bid Professionals

Top 5 Competitive Intelligence Podcasts for Bid Professionals | Win Loss Analysis | Scoop.it

Competitive Intelligence (Ci) is essential to bidding success. The whole concept of offering customers a value proposition requires your offer to be better than a competitors. Competitive Intelligence for Bids & Proposals is the process by which we benchmark our offerings and performance. However, in our Bid Technology survey Ci was highlighted as one of the quickest ways to improve bidding performance. Reading between the lines; most companies are not good at using Ci to improve their bid & sales performance. The Ci Podcast provided a wealth of information on Ci best-practice, ethics and trends. It ran from December 2005 to June 2011, thanks to the painstaking efforts of August Jackson


Via Bonnie Hohhof
Ellen Naylor's insight:

If you want to learn about win loss, I highly recommend Podcast #39. August Jackson, podcast king in competitive intelligence, interviews Rick Marcet, author of Win Loss Reviews

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Customer Experience Intelligence Inspires Innovation

Customer Experience Intelligence Inspires Innovation | Win Loss Analysis | Scoop.it

The most intelligent organizations are overcoming battlegrounds and silos to maximize their return on customer intelligence. They're insisting on the "dog wagging the tail" by instilling customer experience context for all actions and decisions company-wide. They're applying customer intelligence to innovate the full customer experience "bundle". And they're equipping organizational learning by sharing, showing actionable patterns, focusing on what customers are trying to get done, and being proactive in enabling customers to love the company. .


Via Bonnie Hohhof, Peg Wright
Ellen Naylor's insight:

This is an informative discussion on customer loyalty and voice of the customer as sources of solid customer intelligence. Win loss analysis is missing from this discussion, also a great source of customer intelligence that like customer loyalty and VoC require cross functional integration in order to take corrective action to keep the customer king. 

more...
Mary Gravitt's curator insight, August 5, 11:00 AM

#B2B #Leadgenerations #Marketingappointmentsetting

Patrice Laubignat's curator insight, August 6, 12:22 PM

Comment améliorer l'offre en interprétant les insights nés de l'expérience client ? Le contexte est-il décisif dans le ressenti intelligent de l'expérience ? 

Michael Allenberg's curator insight, August 9, 11:48 AM

I love this post!!

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Competing in the Knowledge Economy : The Knowledge Value Chain (KVC) » Knowledge Value Chain® Handbook

Competing in the Knowledge Economy : The Knowledge Value Chain (KVC) » Knowledge Value Chain® Handbook | Win Loss Analysis | Scoop.it

The KVC Handbook – Version 4.0 is a 121-page electronic book containing slides, text, and other KVC discussion and reference materials.  It explains in detail the transformation of data into strategic value.  It’s ideal for training (both producers and users), diagnostic interventions, and reference.

Ellen Naylor's insight:

Check out Tim Powell's Knowledge Value Chain handbook, a practical  guide to KM that you can read and implement quickly. This link provides a 3rd party perspective from Tim's teaching colleague at Columbia University, Guy St. Clair, CEO of SMR International, focusing on KM as well. 

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Rescooped by Ellen Naylor from Strategy and Competitive Intelligence by Bonnie Hohhof
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The Fundamental Shift in How Competition Is Defined

The Fundamental Shift in How Competition Is Defined | Win Loss Analysis | Scoop.it

VisionMobile released an indepth paper on mobile trends. It is a very elaborate research of 70+ pages, but one of the key findings can be found at the beginning of the research. It’s elaborates on how competition definition is shifting.


Via Bonnie Hohhof
Ellen Naylor's insight:

When doing win/loss, many focus on product feature differentiation among competitors in their questioning. This is good tactical data to collect. I like the idea expressed here to find out what the customer is trying to get done with your product or service, which good win/loss will uncover. It often uncovers shortcomings in everyone's product or service, great for product developers. 

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The Why, What & How of Win Loss Analysis

Learn what the win loss analysis process is; why or why not to conduct win loss; and the benefits of doing win loss. Learn how to conduct win loss and learn so…
Ellen Naylor's insight:

A timeless presentation on win/loss. Note the reference material at the end. 

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Rescooped by Ellen Naylor from Strategy and Competitive Intelligence by Bonnie Hohhof
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Turning customer intelligence into competitive intelligence

Turning customer intelligence into competitive intelligence | Win Loss Analysis | Scoop.it

But did you know that mining social media unearths a goldmine of competitive intelligence as well? Savvy organizations have long used competitive intelligence to understand their competitors' strategies. Given the explosion of consumer generated content, there are few more optimal places to gather all of this critical data than from social media. This is different than knowing about how your competitors use social media; true competitive intelligence gives you insight into what draws customers to your competitors and allows you to use that insider knowledge to drive your strategy. True competitive intelligence also allows you to assess your industry standing in areas that most matter to you — such as service, ambiance, food quality, etc., — so you can make impactful changes that will drive the effectiveness of your customer acquisition and retention initiatives..


Via Bonnie Hohhof
Ellen Naylor's insight:

I like the idea expressed here of using findings from social media much like win/loss interviews. In both cases you learn the good, the bad and the ugly about your products/services. In both cases you need to take corrective action on the bad and the ugly. 

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How Important Is Trust in Your Business?

How Important Is Trust in Your Business? | Win Loss Analysis | Scoop.it
When you go to the grocery store, you don’t think about the company behind the product. You think about how the product meets your needs. Rarely is there any trust involved in small, simple purchases
Ellen Naylor's insight:

The more complex the purchasing decision, the more important trust is. I like how Judy discusses the steps around trust in the full sales cycle, not just at the end. 

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The 5 New Realities of Sales You Must Know

The 5 New Realities of Sales You Must Know | Win Loss Analysis | Scoop.it
"Pick up the phone and call, call, call!" Those were the words echoed to me each weekday morning in January of 1999. My first job after college was in insurance sales, and I remember my 6 foot 6 boss
Ellen Naylor's insight:

Check out the tips that John Jantsch shares in his new book, "Duct Tape Selling: Think Like a Marketer, Sell Like a Superstar.

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6 Things to Know About What Your Competitors Are Doing Right

Yes, of course, you want to exploit what the competition is doing wrong. But don't forget to study what it is doing correctly. when you are studying the people and organizations you are up against, don't forget to look at what the competition is doing right. For one thing, it had to be doing something right to get into business. For another, it must be doing at least one thing right to stay in business. So your competitors cannot be complete dolts.But there are more reasons than just the fact that they have survived that you want to study them. Let me give you the first six reasons that come to mind.


Via Bonnie Hohhof
Ellen Naylor's insight:

It is so important to learn what the competition is doing right. People often forget to interview their customer wins in that vein. You want to know what the competition is doing right and also what you're doing right. 

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