The Importance of Win/ Loss Reviews Here’s an uncomfortable truth: most B2B organisations don’t really know why they win or lose deals. They think they do. They have dashboards, CRM reports, pipeline analytics, and conversion ratios sliced and diced every which way. But those metrics only answer one question: What happened. They do almost nothing to answer […]
Why Most Acquisitions Fail (And What To Do About It) I recently spoke with the Strategy Director of a global, billion-dollar services company about a potential acquisition they were considering. Our conversation soon shifted to the broader topic of acquisitions—why so many fail, and why the Commercial Due Diligence (CDD) process that many companies rely […]
Back to one of my pet topics: What is a ‘Good’ Net Promoter Score? More specifically, what’s a good Net Promoter Score score for a sports team? OK, I know NPS wasn’t designed as a sporting metric but bear with me as I try to illustrate a point about how Net Promoter Score works and […]
Congratulations to our 2024 Winners 2024 is the third year of Deep-Insight “Excellence in CX” Awards. These awards focus on companies that we have worked with in 2024 that have embraced our Customer Relationship Quality (CRQ) framework and methodology to make meaningful change for both their customers and their employees. That makes us very […]
We have been privileged at Deep-Insight to work with BT Ireland since 2008 when they first started on their journey towards becoming one of Ireland’s most customer-centric companies. It has been a long and successful Customer Relationship Quality (CRQ) journey for them. Initially, the BT Ireland leadership team worked hard on identifying and addressing its […]