Win / loss reviews

To gain a thorough understanding of why a customer chose / did not choose the supplier, and what lessons can be carried forward to win future customer business by identifying competitive advantages and disadvantages.

Target customer

Where contracts have either been recently won or lost, or where service usage is below or above expectations.

Objective

To gain a thorough understanding of why a customer chose the supplier, and what lessons can be carried forward to win future customer business by identifying competitive advantages and disadvantages.

Business Benefit

Improved customer win rates through improved understanding of the drivers behind the customer’s decisions, combined with the establishment of competitive weaknesses and strengths. Reduced customer churn through developing countermeasures based upon customer feedback. Positive customer reaction to providing feedback, and feeling valued.

Overview of method

In depth face to face interviews based upon a jointly agreed discussion guide, carried out by professionals with excellent industry knowledge.

Output

Individual account report with the focus on actionable findings. Summary reports highlighting common issues to be resolved across a number of customers.

Take the next step

Customer Champions has considerable experience conducting Win Loss Reviews on behalf of major corporations. To discuss how our experience could help your organisation, please get in touch.

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