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Join the Conversation on Win/Loss

Back in October, a couple of us from the Eigenworks office attended the inaugural Competitive Marketing Summit in Denver, Colorado.  

This two-day event billed itself as “the #1 competitive intelligence conference dedicated to the high tech...

Whether or Which One: Assessing the Buyer

Do you ever get the feeling that you’re talking to the wrong person?

Identify and Diagnose Customer Churn

Our latest article has been published courtesy our friends at Pragmatic Marketing. In Identify and Diagnose Customer Churn we cover everything you need to know about the orbits of a potential customer. We’ve taken the classic sales model of sales...

Budget Isn't The Problem: Mistaking Churn Triggers for Churn Reasons

At Eigenworks our views are always evolving, always growing, as we come to understand churn more deeply than we did before and how it affects your business. Today we want to talk about churn triggers and reasons for churn - what they are, why...

The Dos and Don’ts of Talking To A Churning Customer

A customer is leaving you, choosing to churn rather than renew. Naturally, you’re devastated: whether this churn is Sudden Change (unexpected) or a Failure to Thrive (a long time coming), it still hurts. Nobody likes to lose a customer, and your...

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.

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...

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...

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...

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...

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 -...

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...

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...

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.

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...

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