Why Win/Loss Analysis is Essential for Customer Success
The Customer Success Podcast by Gainsight
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.
"We see your customer as a person on a quest," Natasha says. "They've set out to achieve something ... What was their vision for change? What were the desired outcomes? .... We uncover all of the forces that pulled or pushed them towards and away from different vendors and different options along that journey ... Taking the tine to really listen and understand that entire experience that they went through, I think there's nothing that can really replace that."