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Why Your Lost Buyer Gets On The Phone

So you got pretty badly burned during your last sale. Things started off well, and with the best intentions - a vendor and a buyer coming together to form a partnership, one providing the tools the other would use to reach success. Only things...

Know When To Fold 'Em: Accepting Unavoidable Churn

Much of what we do at Eigenworks is aimed at helping companies retain customers. We seek to understand why customers leave or “churn”, and identify strategies that can help retain more of them in the future.

Why are we winning so much?

Internal beliefs are interesting, and sometimes misleading. Companies can develop a shared understanding of the truth and work with that set of beliefs, even in spite of evidence to the contrary.

Thoughts on Pulse 2018 -- I’m Fired Up!

It’s been two weeks since Pulse 2018, and I’m still reflecting on this awesome event.

The Robust Delusion: Over Selling The Product

In your day-to-day life, if someone told you that a new commercially-available, off-the-shelf vitamin pill was the cure for any illness - from the common cold through to terminal diseases - you would very likely regard the claim with skepticism....

Are You A Vendor Or A Partner?

In the B2B world there are two kinds of companies: those who are merely interested in selling to their buyers, and those who genuinely want to be a partner in helping their buyers achieve their goals. The former are always eager to make deals and...

The Gaps in Win/Loss Analysis: Why Sales Doesn't Have the Full Story.

Hanging Out With “My People” Next Week At Pulse 2018

On Monday, I’ll be in San Mateo for the biggest customer success event of the year – Pulse 2018, hosted by Gainsight.

Is Win/Loss Analysis Too Sensitive To Share?

After a month of interviews, analysis, data slicing, and late nights, your win/loss analysis is ready for release. You send it out with a solemn hope that your keen insights have shaped a report worth reading - but within three hours harsh words...

Booking Win/Loss Interviews: 6 Tips & Tricks

Imagine for a moment you’re preparing for a series of win/loss interviews in which you are well-prepared. You’ve been familiarizing yourself with a host of good win/loss practices - you know how many interviews you need, you’ve sussed-out your...

Keeping the ‘Win’ in ‘Win/Loss Analysis’

It’s the end of the quarter, and your company has had a disappointing run. The rollout of your new SaaS product failed to meet sales targets - subscriptions aren’t what they should be, and many potential buyers didn’t end-up buying like you...

Opening-Up the Untalkative Buyer

Picture yourself about to conduct a win/loss interview. You have a list of thoughtful, engaging questions in front of you, a page of notes, and (hopefully!) a fresh cup of pour over. You’ve done your research – you know the company you’re about...

Buyer Personas: Should you study Buyers, Customers, or Potentials?

Buyer personas have become critical to many organizations in the past few years - every business is encouraged to codify their optimal buyers’ roles, traits, and behaviours into profiles to help unify marketing and sales’ targeting techniques....

The Unhappy Buyer: When Win/Loss Calls Go Bad

You reach for the phone, eager with anticipation. You’re making a win/loss call, and this one’s a win. It’s a chance to hear what it is you’re doing right, and perhaps bask a little in the praise of a buyer. But no sooner have you made your...

Your Resume: A Product Positioning Exercise

A 20-something friend of mine (let’s call him ‘Arthur’) recently wrote to me asking for a critique on his resume and advice on how to find a position he might enjoy. His resume contained a ton of interesting experience (he called it 'eclectic'),...

Buyer/Seller Relationships: When is Personal Unprofessional?

Every seller I know relies on their relationship skills. It’s natural and essential to build rapport with prospects and buyers: we depend on sellers, and many are very, very good.

The Interview Process Part 2: Opening-Up a Buyer Interview

Buyer interviews are not scripted surveys. Instead they need to create a meeting of the minds and produce candid insights. You want the truth. To get 'golden' revelations - to extract real value from a buyer interview - there needs to be a...

The Interview Process Part 1: Know Thyself

Doing your own win/loss analysis or churn analysis can seem like a daunting task. We’ve already discussed some of the prep work you need to accomplish, not to mention the theories that drive our understanding of the interview process, but moving...

Customer Success Conversations Podcast: CS and Churn Analysis

I recently had the opportunity to sit down with Adam Joseph from CustomerSuccessManager.com. Adam is the host of the Customer Success Conversations podcast, which brings in champions of customer success to talk about the burgeoning discipline –...

How Many Calls Are Enough? Win/Loss Analysis and Sample Size

There are few things worse than wasted time. In a business world where less than 3 of 10 startups reaches an exit, and many product launches fail to reach their potential, we need to make better, more informed decisions. And we can’t do this by...

Do you instrument to prevent downgrades?

Do your SaaS customers downgrade service? If so I wonder if you instrument for the kind of user behavior that might help you prevent service downgrades, or net-negative revenue churn. Do you use your customer's own data to demonstrate what they...

Expert Chalk-Talk #5: Saturation and Sample Size

The Expert Chalk-Talk series returns! Today Eignworks Founder and CEO Alan Armstrong leads us through the wild world of saturation and sample size: when do you reach saturation, what do you when you get there, and why does it matter?...

McNamara’s Myopia: Why Quantitative Data Can Kill

There’s an old anecdote that, at the height of the Vietnam War in 1969, an order was given that all the quantitative data the US military possessed was to be fed into a supercomputer in the basement of the Pentagon. The computer was given...

The Right Thing To Do: How Buyer Logic Shapes Fundamental Change

At Eigenworks, one of our precepts is that ‘data isn’t everything.’ It’s the founding principle behind our Buyer-As-Hero™ ethos, and has sometimes brought us into conflict with companies for whom ‘data-driven’ is the be-all and end-all of...

It’s A Must-Buy: Authenticity and Fundamental Change

I want to start by making a statement, a heresy that flies in the face of all good sales technique. Here it goes: 

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