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.

On Dance Battle: The Competitive Intelligence Podcast, you'll hear podcast host Alex McDonnell interview IcebergIQ CEO Natasha Narayan about best practices for setting up a win/loss or churn study. The overall goal is to get candid customer feedback that delivers actionable insights and builds a culture of learning. "It's about everyone doing better as an organization and increasing the win rate," Natasha says.

IcebergIQ is presenting at Pulse Everywhere on June 11th, the largest Customer Success conference of the year! We have conducted hundreds of churn interviews on behalf of software companies. Often interviewees will use examples of being in a relationship when speaking about the partnership with their vendor. Join us to learn about emerging themes as to what makes or breaks a CSM relationship. We’ll relate those themes to key milestones in your CS relationship journey and even your favourite movies!

Having a curious mindset is a great strength for CSMs, and a valuable way to deploy it is by talking to churned customers. Listen to Natasha Narayan in conversation with Adam Joseph of Gainsight's GameChanger Podcast about the value of customer conversations and how to elicit candid insights.

Every enterprise software company needs to be listening to its customers. Are you doing that as effectively as possible? Learn from IcebergIQ CEO Natasha Narayan as she shares practical tips for getting to the truth in customer conversations in The Pragmatic magazine.

Listen to IcebergIQ's CEO Natasha Narayan on the world's leading Customer Success podcast as she discusses why CS leaders are incorporating churn analysis via third-party interviews into their strategies.

Are you in Customer Success or looking to join this fast-growing profession, and seeking a practical guide for everything you need to know? Thanks to the vast experience of Ruben Rabago and Ashvin Vaidyanathan and the many months they spent toiling away, the industry now has a practical, thorough guide, called The Customer Success Professional's Handbook, released in early 2020.