650-999-0906 (US) or 226-780-0077 (Canada)

  newbusiness@eigenworks.com

Who owns churn analysis?

I often get asked who should own churn analysis for SaaS companies. It's a tough question because the discipline of customer success is still being defined, and many companies are just establishing customer success departments.

Learn about Churn, Churn, Churn at Pulse 2017!

It's event season at Eigenworks, as we prepare for our first of two big events in May (and a third quickly approaching in June). May 9-11 marks the massive Customer Success Conference Pulse 2017, hosted by Gainsight. We've attended for the last...

Why you should publish Win/Loss and Churn Analysis Reports to the broadest possible audience

Our Win/Loss and Churn Analysis reports contain incredibly candid and detailed information about a buyer's decision making process. Because of this sensitivity, many clients understandably want to manage the information tightly and distribute...

Upcoming Talk at SCIP 2017: Start With Buy

Start With Buy: Blackbaud Fires Up a Buyer-Centric Competitive Intelligence Program Using an Agile Approach

Why We Created Agile Competitive Intelligence and What That Means for You

In a recent post, written while we attended the Business Agility Conference in New York City, we gave you a brief overview of the Agile Manifesto and its history. We mentioned that we were developing an Agile approach to competitive intelligence...

Don’t Do It! You Can’t Replace Buyer Interviews with Focus Group Panels

Focus Group Panels are Great and All, But They Don’t Get the Full Story

We recently chatted with a prospective client who said that they do their own win/loss and churn analysis in-house. Great! They told us that they see the value in hiring a...

Learning Agility for Competitive Intelligence

The principles of Agile for software development are nothing new. In fact, Agile has been around for over 15 years, after it was first coined by software developers in 2001. At that time, 12 Agile Principles for Software Development were formed,...

Non-Obvious Lessons Learned from a Few Thousand Buyer Interviews

I’m hanging out this week at Saastr 2017. Great conference, great speakers. Tons of insight. Very cool to hear Twillio’s story straight from Jeff Lawson, and hear CEOs reflect on what changes at $20M, 50M, and $100M ARR, straight from veterans...

In-House Win/Loss and Churn Analysis: To Do or Not To Do

We’ve all heard the phrase: “If you want something done right, you gotta do it yourself”. My take is that’s not exactly always true.

Competitive Intelligence - Where Do You Start?

Competitive Intelligence tends to address specific needs or fill competitive knowledge gaps due to a specific situation. These situations generally pertain to learning more about wins and trying hard to avoid losses. But where do these reactive...

Knowing Why You Lose Won't Always Help You Win

When you’re unhappy with your win/loss ratio, sales and marketing leaders naturally gravitate toward examining losses to find ways to turn things around. The reasoning is simple: When something’s broken, you look for ways to fix it. Maybe it was...

Defining your Ideal Customer Requires In-Depth Churn Analysis

The ideal customer is a concept every product company needs to define. And yet too often, we focus on the ideal buyer - that is, the one making the initial purchase. This approach is shortsighted, especially in the subscription economy, where as...

When I'm 74? Discerning when it's time to let it be

Sir Paul McCartney is still touring! I've loved Sir Paul as much as I've loved any musician ever; he, unlike anyone I can conjure, can be sweet and lyrical, yet also amaze us with down-n-dirty rock-n-roll, sometimes all in the same song,...

Why Would You Need a Psychologist to Analyze Market Research?

I was recently recruited to join the Eigenworks team as an analyst for buyer intelligence. It may come as a surprise to some that a market research company, specializing in win/loss analysis, would need psychologists on their team. In fact, it...

Sam Harris teaches us how to think ...

Some fascinating discussion by these two deep thinkers. So many ideas I would like to take into my own thinking.

Time to re-write your bio. It's not a history book.

I've been asked to speak at a number of really great events in the next few months, and they want a bio. I noticed that all of my professional bios are chronological, and dwell mostly on my experience in startups prior to founding Eigenworks in...

Will the Sales Department of the Future Report to Customer Success?

Roger Lee at Battery Ventures held a dinner for Customer Success leaders tonight in Oakland with about 35 people from their portfolio companies. The timing was not an accident; the dinner was deliberately held on the eve of Pulse 2016, the...

Before you apply, we want you to know who we are

We are about to hire a few social scientists. I'm really excited about this because it will help us scale something that it inherently difficult to scale. As such it's a bit of an experiment, but after doing win/loss analysis, churn analysis, and...

What is your Minimal Viable Investment in yourself?

Later this year, I will turn 45. And I'll tell you, Louis CK was right. Things slowly stop working at around 40, and by 45, there's no denying that the body, at least without a lot of attention, will just wear out

Is your Disorder Really your Genius?

Every person has a kind of genius. Sadly, many "geniuses" (instances of genius) appear as awkward, difficult, or maybe socially uncomfortable. This is mostly about other people, but unfortunately it means that many instances of genius get diminished...

Do you ever go on retreat? (vacation doesn't count)

Some professions have a tradition of going on retreat. I'm not talking here about vacatation with family or friends, although those are enjoyable and good for us. But I'm talking about an actual retreat, in which you take time away from the...

Don't be too proud of your product

A buyer's maturity should influence, even control, how you pitch your product. Immature buyers want to be educated, and want you to show them how they will be successful with the very basics of your service. They should also be able to access more...

Forget your resumé. Do an unsolicited loss analysis ...

You're applying, or interviewing for a big job? You're in sales, product, marketing, or biz dev? Forget sending your resumé out ... here's an idea that will get you noticed: Conduct an unsolicited loss analysis, gain insight into what's driving...

Why does Net Promoter Score fall short?

Everywhere you turn these days, someone wants to ask the Net Promoter Score question. When first introduced in an HBR article in 2003, it was a welcome way to simplify the customer discovery task. And NPS remains a useful tool.

Poll: Annual Churn Rates from #PulseConf2015

We were out in force at Pulse 2015, hosted by our friends at Gainsight. I spoke on the topic Lean Customer Success: Discovering Your Customer Story, and was really happy to see over 200 people attend my talk. I did some live polling using a...

1 2 3 4 5
... 6 >

Subscribe to the Blog