Understanding why you win or lose deals is essential, but you can’t rely on CRM data alone. A neutral third party can get the candid insights you need.

When a software company launches a win/loss program and an external firm is introduced, sales teams may feel some trepidation. There’s a natural concern that the process could be used to point fingers or uncover feedback that feels personal or critical.

A Pulse fireside chat highlighted a powerful truth: companies that deeply understand why they win, lose, or churn are better equipped to grow.

Discover 5 root causes of churn uncovered by IcebergIQ research, along with recommendations from Valuize on how to turn them into drivers of stronger customer success.

Natasha Narayan, CEO of IcebergIQ, joined The Talent Lens webinar with Swati Garg of Melo Associates to hear about Melo’s new directions and showcase expert interviewing tips.

Your customer may decide to churn much earlier than you expect. Did you spot the warning signs?

Customer interviews uncover insights that drive real change. Here are some concrete ways that our clients are actioning win/loss and churn findings.

In today's competitive landscape, reducing churn and improving net retention rates are both vital metrics to a software company. A stellar Customer Success Manager (CSM) plays a key role in this.

Understanding customer churn is crucial for SaaS Customer Success teams. IcebergIQ recently surveyed 178 CS professionals to uncover common churn analysis practices and challenges.

Candid customer conversations are the best way to understand churn. IcebergIQ CEO Natasha Narayan presented a “walk, dive, glide” maturity model for a churn analysis program at Gainsight’s Pulse2024 event.

While it might seem like win/loss and churn interviews could be done in a similar way, they serve distinct purposes and are structured differently to uncover specific insights.

The crucial role of the Pre-Sales Engineer has been coming up in our interviews with B2B SaaS decision-makers. Here, we share five insights that can help improve your sales motion.

IcebergIQ is excited to announce a partnership with Kompyte by Semrush, a competitive intelligence solution. Together, we will offer our mutual clients a more holistic, three-dimensional view of their competitors than ever before.

Whether you’re doing win/loss analysis in-house or using a third-party consultancy like IcebergIQ, what are best practices for a successful program?

When it comes to understanding how to improve win rates, it can be tempting to focus on your losses and what went wrong. But there is value in talking to your newly signed customers as well.

How can you retain customers? This question is top of mind for B2B SaaS companies in the current economy.

It’s great to be back at in-person events! The ERAS (Expansion, Retention, Adoption, Scale) Roadshow hosted by Gainsight on March 22 in Seattle led to an informative, energizing morning with about 35 customer success leaders. IcebergIQ CEO Natasha Narayan shared her thoughts along with Ross Fulton, CEO of Valuize, John Thackston, CEO of SOAR Performance, and Todd White, VP of Sales at GUIDEcx, on a panel hosted by Gainsight’s Stephanie Lee, Director of Strategy, PX.

With the New Year well underway, we thought it would be valuable to share a few insights from our research in 2022. Out of the hundreds of customer interviews that IcebergIQ conducted for B2B enterprise software companies last year, certain themes emerged.

How can B2B SaaS companies understand what their customers really want and need? Conversational interviews with customers are one of the best ways to do that. However, many SaaS companies may be daunted by the time and effort it takes to recruit and schedule interviews as well as analyze the data. In this Apple podcast, IcebergIQ CEO Natasha Narayan shares some best practices for establishing a win/loss or churn analysis program with Thomas Lah of TSIA (Technology & Services Industry Association).

Klue recently interviewed IcebergIQ CEO Natasha Narayan about the benefits of a churn analysis program - something that can benefit every team across an organization. Churn insights inform how you go to market, compete, sell, and meet your customers' needs.