You’ll get a well-rounded, honest view of how buyers or customers perceive your offering — including why they chose you (or didn’t), how you stack up to competitors, where your messaging resonates (or misses), and what the sales or customer experience felt like from their perspective.
For churn programs, we focus on what triggered disengagement, what value was realized or missed, and what may have prevented the departure.
In both cases, you’ll walk away with specific, strategic insights to improve go-to-market alignment, product direction, and customer retention.

We handle all the scheduling for you. There no lift required from your team other then providing the list of contacts. We use a mix of personalized email outreach, flexible calendar links, and phone follow-ups to maximize response rates while respecting the interviewee's preferences.
We can accommodate a range of time zones for interviews.

The biggest advantage is objectivity. As an external partner, we create a safe space for buyers or customers to speak candidly — without fear of burning bridges or offending internal teams. Our interviewers are trained to uncover the “why behind the why,” using a conversational approach that builds trust and goes deeper than a scripted internal call.
We also handle the operational burden — from outreach and scheduling to analysis and reporting — so your team can stay focused on applying the insights, not chasing them.

Ideally, win/loss should be an ongoing feedback loop — not a one-time project.
For most clients, a quarterly cadence works well to keep insights fresh and decisions informed.
That said, the frequency depends on your deal volume, sales velocity, and strategic goals. Some teams run continuous programs, while others choose periodic deep dives tied to product launches, GTM shifts, or leadership planning cycles.

We like to speak with the primary decision-maker or key influencer involved in the buying or renewal process. That might include heads of department (e.g., Marketing, Product, Customer Success), procurement leaders, executive sponsors, or hands-on evaluators, depending on your sales motion.
Our goal is to engage the individuals who had the clearest view of why the decision was made, what mattered most, and how your solution compared to alternatives.
For complex deals, we can also interview multiple stakeholders to capture a more complete picture.

We typically recommend a minimum of 10–12 interviews to start identifying clear patterns and themes.
For deeper segmentation (e.g., by region, product line, competitor, or vertical), more interviews help ensure richer, more actionable insight.
That said, even 5–7 high-quality interviews can offer valuable directional input if your goal is to get a quick pulse or validate a hypothesis.

Surprisingly often, buyers are willing — even eager — to share feedback. When the outreach is respectful and neutral, most participants appreciate the opportunity to reflect on their decision and contribute constructively.
Many feel invested in the process and want to help vendors improve. Because we position IcebergIQ as an independent third party, it creates space for honest, judgment-free conversation that buyers are more willing to participate in than a direct ask from a sales rep.

Participants often say they enjoyed the conversation and the found it thoughtful and worthwhile. They appreciate that we listen closely and create an environment where they can speak freely, even if the topic is sensitive. Some even say the conversation helped them clarify their own thinking about the decision.