Win / Loss Reviews / Microsoft Executive Circle (ePub)

Preface. Acknowledgements. Chapter 1 Introduction. Trusting Today's Seller. Listen to the Customer, Too. Driving Scale and Accuracy. A New Approach. Summary. Chapter 2 Win/Loss Reviews and Business Intelligence. A New Knowledge Model. BI Governance. Providers of Self-Service BI. Pocket BI: Intelligence to Go. From BI to Competitive Intelligence. Summary. Chapter 3 Why Do We Win or Lose? Factors Contributing to Wins and Losses. Is a Win Always a Win? Narratives Provide Additional Context. Factor Weighting. Do We Learn More from Wins or Losses? Disengaged Opportunities: What's the Real Story? Delayed Deals Benefit from Win/loss Reviews. Summary. Chapter 4 Capturing the Data. Unlocking Tacit Knowledge. Opportunity Details. Outcome Factors. The Narrative. Accommodating Multiple Languages. Summary. Chapter 5 Surfacing the Insights. Tactical Insights. Strategic Insights. Summarizing the Information. Accountability for Surfacing Insights. Trends and Statistical Evidence. Summary. Chapter 6 Beyond Competitive Insights. Award Programs. Recognition. Marketing Case Studies. Summary. Chapter 7 Measuring Process and Outcome Performance. Scale Drives Quantity. Quality Drives Value. Value, Expectations, and Policy. Setting Expectations. Policy Considerations. Measuring Outcome Performance. Summary. Chapter 8 Stakeholder and Cultural Considerations. Account Manager. Sales Manager. An Emerging Career Skill and Role Requirement. Corporate and Leadership Culture. Cultural Dispositions. Culture and Social Networks. Social Media Paradigms. Summary. Chapter 9 Implementing a Win/Loss Review Program. Establishing Business Goals and Objectives. Planning Phase. Elicitation, Documentation, and Review Phase. Interviewing. Brainstorming. Analysis of Current Tools. Requirements Workshops. Survey/Questionnaires. Prototyping. Gathering Insights from Current Tools, Processes, and Documents. In-Person/Group Input. Concerns and Issues. Consolidation and Publication of Results. Managing Phase. Design,

RICK MARCET is the program director for the World Class Selling initiative at Microsoft. He is responsible for leading the drive to increase the sales capabilities of field sales organizations through both the art and the science of selling, across all customer segments. He accomplishes this through the effective use of inquiry-led sales techniques and business and competitive intelligence to drive sustained sales growth and achieve consistently high customer satisfaction.

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