Win / Loss Reviews: A New Knowledge Model for Competitive Intelligence

Content: Win/Loss Reviews: A New Knowledge Model for Competitive Intelligence
 Contents
 Preface
 Acknowledgments
 Chapter 1: Introduction
 Trusting Today\'s Seller
 Listen to the Customer, Too
 Driving Scale and Accuracy
 A New Approach
 Summary
 Notes
 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
 Notes
 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 WeightingDo We Learn More from Wins or Losses?
 Disengaged Opportunities: What\'s the Real Story?
 Delayed Deals Benefit from Win/Loss Reviews
 Summary
 Note
 Chapter 4: Capturing the Data
 Unlocking Tacit Knowledge
 Opportunity Details
 Outcome Factors
 The Narrative
 Accommodating Multiple Languages
 Summary
 Note
 Chapter 5: Surfacing the Insights
 Tactical Insights
 Strategic Insights
 Summarizing the Information
 Accountability for Surfacing Insights
 Trends and Statistical Evidence
 Summary
 Note
 Chapter 6: Beyond Competitive Insights
 Award Programs
 Recognition. Marketing Case StudiesSummary
 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
 Product Manager
 Marketing Manager
 Corporate Leadership
 An Emerging Career Skill and Role Requirement
 Corporate and Leadership Culture
 Culture and Social Networks
 Social Media Paradigms
 Summary
 Notes
 Chapter 9: Implementing a Win/Loss Review Program. Establishing Business Goals and ObjectivesPlanning Phase
 Elicitation, Documentation, and Review Phase
 Gathering Insights from Current Tools, Processes, and Documents
 In-Person/Group Input
 Concerns and Issues
 Consolidation and Publication of Results
 Managing Phase
 Design, Develop, Implement, and Support
 Training and Guidance
 Summary
 Note
 Conclusion: A Look Forward
 Appendix A: Process Improvement: A Case Study
 Background
 Problem Statement
 Hypothesis
 Approach
 Define Phase
 Voice of the Customer
 Stakeholder Analysis
 Measure Phase
 Analyze Phase
 Improve Phase
 Control Phase. ResultsNote
 Appendix B: From the Blogosphere
 On Whether Sales Teams or Customer Interviews Provide Most Insights
 Effect of Social Networking on Win/Loss Reviews
 What Win/Loss Reviews May Reveal Beyond Pricing Issues
 Win/Loss Review Process Improvement
 Appendix C: Software and Services for Win/Loss Review
 Software Solution
 Partner Profiles
 Glossary
 About the Author
 Index.