Conversations & connections: The story behind PointClickCare’s revamped win-loss program
Jenna Harwood-Pepers, Senior Customer Experience Manager at PointClickCare, collaborated with Clozd to relaunch the company's win-loss program by emphasizing in-depth conversational interviews and cross-team connections, resulting in immediate positive outcomes.
Jenna Harwood-Pepers: Conversations & Connections
Jenna Harwood-Pepers, Senior Customer Experience Manager, partnered with Clozd to relaunch PointClickCare’s win-loss program earlier this year. Her approach focused on conducting in-depth, conversational interviews and fostering connections with teams throughout the organization. This strategy has led to immediate results for PointClickCare's win-loss program.
Related
How to grow your win-loss program
Tirrah Switzer of Community Brands explains how their win-loss program, initially launched to answer key business questions for one product, successfully expanded to multiple products in its first year by delivering impactful insights that influenced sales and strategy, but faced new challenges in its second year due to internal delays, changing workplace dynamics, and shifting participant attitudes.
How Buyer Feedback Influences Business Decisions at Clari
Ben Chen of Clari explains how integrating buyer feedback through a company-wide win-loss analysis program led by the strategy and operations team drives critical business decisions across marketing, sales, and product by aligning feedback with strategic goals, resulting in improved marketing awareness, sales training, product development, pricing strategies, and a shift toward a self-service platform and consolidated market messaging.
The 7 Pillars of Product Research: The Definitive 2025 Guide
The 2025 guide "The 7 Pillars of Product Research" emphasizes that successful B2B SaaS leaders drive growth by conducting intentional, evidence-based product research—primarily through live buyer interviews and structured surveys—to uncover authentic customer insights that reveal why deals are won or lost, enabling data-driven decisions and strategic roadmaps grounded in real buyer feedback rather than assumptions or flawed CRM data.
Launching Win-Loss Analysis: A Sales Team FAQ & Implementation Guide
The article explains that win-loss analysis is a strategic B2B process of gathering direct buyer feedback to understand why sales opportunities are won or lost, enabling companies to improve product offerings, competitive positioning, sales training, messaging, pricing, and packaging, ultimately increasing win rates and informing leadership decisions without focusing on individual salesperson performance.
Comprehensive Win-Loss Analysis Software, Service & Insights
Clozd offers an AI-powered win-loss analysis platform and services that combine live and AI-driven buyer interviews to capture unbiased customer feedback, uncover hidden revenue opportunities, correct competitor targeting, and increase win rates by analyzing closed deals and delivering actionable insights through automated data collection, real-time transcription, thematic analysis, and seamless integration with communication and CRM tools.
Decrease Sales Ramp Times with Actionable Buyer Insights
The article discusses the importance of decreasing sales ramp times for new hires, highlighting how key executives like the VP of Sales, CFO, and VP of Talent Acquisition all benefit from faster productivity through improved morale, cost savings, reduced attrition, and stronger recruitment pipelines, ultimately emphasizing the need for actionable buyer insights to achieve this goal.