When running win-loss analysis or a voice of the customer (VoC) program, you must be able to show the value and impact to executives and key stakeholders.
It’s all too easy to report on metrics like utilization and customer satisfaction.
Yes, these metrics are important, but they’re not what most executives care about when they want to measure success.
If you want to keep executives engaged and excited about the outcomes, you must report on the metrics that influence your company’s strategic goals.
How can you identify the right key performance indicators (KPIs) to measure? And what about the metrics that other stakeholders care about?
Often, the metrics they really value can be found easily in win-loss and VoC programs. You can use the customer insights and win-loss feedback on overall business goals, operational efficiency, and the success of specific projects to show how you’re tracking to your KPIs.
The Triple Metric is a useful framework for measuring KPIs that truly matter to stakeholders at all levels of the organization.
At its core, it’s about defining goals and metrics on three distinct levels: The corporate level, the business unit of department level, and the project level.
When documenting results and reporting KPIs, your goal is to establish a clear link between project-level metrics, department outcomes, and overall corporate goals. Without this connection, your results lose power, and so does your win-loss program.
Here’s a detailed list of the best KPIs to measure with buyer feedback at all three levels.
At the corporate level, show that win-loss analysis and VoC programs are instrumental in guiding strategic decisions and fostering long-term growth.
Metrics at this level should reflect how win-loss analysis and VoC initiatives improve operational efficiency, customer satisfaction, and team performance within specific departments.
At the project or program level, metrics should demonstrate the direct impact of specific initiatives derived from win-loss and VoC feedback on achieving tactical goals.
An effective win-loss analysis or VoC program isn’t about drowning in data for the sake of it. It’s about getting smart, insightful metrics that link directly to your company’s strategic goals.
By embracing KPIs that reflect the true value of buyer feedback and customer insights, you not only keep executives leaning in, but you also ensure that other stakeholders in your organization understand the benefits.
Remember, strategic KPIs are the backbone of impactful win-loss analysis and VoC efforts. So, use them to highlight successes, uncover opportunities, and steer the conversation from mere data points to strategic business advancements. Because in the end, it’s about making decisions that aren’t just data-backed, but data-bold, ensuring everyone in your organization sees how these programs impact success.
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