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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: 

Chalk-Talk Round-Up: Episodes 3 & 4

In this second round-up of our Expert Chalk-Talk series, Alan Armstrong covers validation - what it looks like, what it feels like, and how to accept that searching for it is a wothwhile endeavour. (For more on the subject, check-out our article '

The Dragon Unslain: Churn, Buyer-As-Hero™, and F∆ Narratives

You recognize the 3 types of churn to the point that you can recite their symptoms in your sleep. You’ve considered the importance of your buyer’s story to churn so often it dominates your every waking moment. You’ve hovered your cursor over the...

Diamonds In The Rough: Win/Loss Analysis & the Things You Already Know

Think of the people around you in the office. Imagine making a detailed list of what they think of you. How certain are you that the list is accurate? Certain enough to place a large bet on it? If the people around you were speaking candidly,...

Introducing the Chalk Talks: An Insider's Look At Win/Loss Analysis

Every day at Eigenworks we talk about the psychology of sales. Every day we debate the meaning of churn and the best way to manage retention. Every day we come into work and transform into philosophers, ready at any moment to stake a claim to the...

Strike Up The Band: Customer Success and Pulse NYC 2017

Last week Eigenworks had the thrill of travelling to New York City to attend the NYC leg of the 2017 Pulse World Tour. With Gainsight CEO Nick Mehta and the good people at Work-Bench as our gracious hosts, we joined a passionate group of sales...

Employees Take Center Stage With Theatre of Commerce

Eigenworks recently had the privilege of taking part in a workshop with Charles McFarland’s Theatre of Commerce - two days of role-play, laughter, and learning to understand ourselves. At Eigenworks we promote win/loss analysis and churn analysis...

Churn Analysis and the Buyer-As-Hero

We’ve previously covered the three types of churn: Green Churn, Failure to Thrive, and Sudden Change. We talked about what made them what they were: how the optics of health scores can be misleading, and how churn analysis cannot fix a problem -...

Seeing the Full Picture: The 360° Win/Loss View

In our last article on the subject, Can You Hear Me Now , we argued that what a salesperson says to a buyer and what the buyer actually hears are generally not the same thing, and this impacts the feedback that buyers give to their sales reps. We...

Delivering Continuous Value in Competitive Intelligence

We’ve written previously about Competitive Intelligence and how Agile principles can help teams get ahead of the curve, rather than reacting to sales panic.

When Agile Met Sally: An Introduction to Common-Sense Solutions

Across Industries, Agile is the Uncommon Mastery of Common-Sense Solutions

There’s an old adage that anyone who’s looked at a cat door has said to themselves ‘I could have invented that’ - but ‘could have’ is a long way from ‘did.’ A cat door is...

The 3 Types of Churn

As a market research firm, we’ve waded our way through plenty of churn. And by that we mean analyzing our customers’ customers who churn. Churn analysis is an important variant of win/loss analysis, and over the past few years we’ve spent a lot...

Why I Use Kanban

When I Use It and When I Don’t.

By now you have probably seen the image of the team standing a at a whiteboard or office wall studying a colorful mosaic of stickies.The board doesn’t always look the same: sometimes it’s messy, sometimes it’s...

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