understanding the buyer's journey
Post on 20-Jun-2015
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How to capture and act on the voice of the customer. Start measuring and analyzing the customer’s experience. Why? Customer experience analysis is different from customer satisfaction because it helps you walk the same path as your customer.
TRANSCRIPT
Understanding The Buyer’s JourneyCapturing and Acting on the Voice of Your Buyers
Feedback (What?) Debrief (Why?) Act (Improve)• Qualitative and quantitative
feedback collected• Uncover risks and opportunities• Discover unmet buyer needs
• Diagnose risks and root causes
• Identify key actions• Identify add-on sales
opportunities
• Resolve risks and mitigate disadvantages
• Leverage opportunities and advantages
• Pursue add-on opportunities
Results • Increasing win rates• Increasing dollar retention rates• Increasing add-on sales• Increasing customer retention
rates
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