Success Stories
Read what we've done to help clients win more sales
Before PastSight
Conductor is obsessed with their customers and wanted to deeper understand why some were not renewing. While they knew that the 2023 Macroeconomic landscape has proven challenging for most businesses, including their customers, they wanted to understand in-depth what was happening in their customer’s world that was causing some to churn beyond just “budgets are decreasing”. They also wanted to test the hypothesis that certain competitors were greatly discounting from their standard rates in order to win business in this environment. Beyond just understanding the market landscape and competitors, Conductor wanted to measure the impact of changes they had made internally to address certain churn reasons over time.
The Solution
PastSight was engaged to interview churned customers from 2022 and 2023 in an ongoing manner. Every time a customer had the potential to be won back, PastSight sent them directly to the CS team with recommended follow up, as well weekly summaries of each interview. PastSight also presented quarterly findings and recommendations across Sales, Customer Success, Marketing, Product and C-suite. Each report sought to test the specific hypothesis Conductor created at the beginning of the engagement, highlight any previous unknowns that the team needed to address, and iterate on the PastSight process to enable Conductor to adapt to their findings.
With PastSight
PastSight and Conductor delivered results with $150,000 in winback customers, an additional $900,000 pipeline generated the following quarter of other winback opportunities, and demonstrated a 28.26% reduction in negotiation cited as a churn reason. PastSight provided the voice of the customer in a way that the team had previously been unable to access, which allowed Conductor to understand the perception of their renewal process and where it played into the overall client relationship (in both good and bad ways). Additionally, Conductor is poised to test several new initiatives that affect Support, Product, and Marketing based on PastSight’s ability to deliver insights they would not have been able to uncover otherwise.
“PastSight lets us deeply understand the truth about why our customers are staying vs leaving. We get valuable insights about our product and how we can improve our feature development process, as well as how to run CS better.
Working with PastSight overall has been fantastic; all of the details are in our reports when we need to dive in, and the high level summaries are very actionable. I stop everything I’m doing to read the weekly recaps from PastSight - they’ll diamonds in the rough in a function with noise that’s hard to see through. PastSight gives me the truth. Most CEOs are flying blind, but with PastSight you have a lens in what is happening on the ground”
Seth Besmertnik
CEO
“PastSight has enabled us to validate churn reasons, get deeper analysis of and feedback on custom lifecycle issues, and share real-time feedback from canceled customers with CS Leadership & the Executive Team to improve understanding around customer needs and churn drivers.
The overall work has been collaborative and positive - we’ve been able to customize our interviews to drive the right conversations and pinpoint the intelligence we need, and we’ve been able to collaborate on the focus areas for our quarterly reports to ensure we surface relative customer insight to key initiatives.”
Chase Kreuter
VP Customer Success, Conductor
Before PastSight
Synaptic approached PastSight to understand why they were losing their new business deals. Additionally, they wanted to understand the specific problems they were facing in 2023 so they could better address them. Synaptic also hypothesized:
- The perception of their messaging varied greatly across prospects, which ultimately was contributing to ambiguity in their market position
- Their competitors were different players from this same time the previous year
- Trials were not fully understood to be an effective part of the sales process
- Their sales team were finding it difficult to determine if a prospect was performing a “real” evaluation
The Solution
PastSight was engaged to interview lost new business opportunities from 2022 and 2023. Every time a customer had the potential to be won back, PastSight sent them directly to the Sales team with recommended follow up, as well weekly summaries of each interview. PastSight also presented their findings and recommendations across Sales, Marketing, and Product. Each report sought to test the specific hypothesis Synaptic created at the beginning of the engagement, highlight any previous unknowns that the team needed to address, and iterate on the PastSight process to enable Synaptic to adapt to their findings.
With PastSight
PastSight and Conductor delivered results with 7 new opportunities and over $600,000 in pipeline within the next 6 months. Beyond that, Synaptic was able to recreate their messaging and product marketing materials based upon respondent’s direct feedback to the 2023 market trends of their prospects. They were also able to adjust their sales process to incorporate more of the problem landscape and address competitors that have been moving into their space slowly. Lastly, Synaptic directly enhanced their pricing options based on feedback from PastSight interviews.
“From the moment we engaged with the PastSight team, they showed a deep understanding of our needs as a B2B SaaS company. Their expertise in the space gave us a valuable third party perspective on how to make actionable changes from the trends they uncover based on data. We would highly recommend PastSight to any B2B SaaS company looking to gain a competitive edge through closed lost analysis.”
Christian D'Alessandro
Head of Sales, Synaptic
Start with a Pilot
Let us prove how well our win-loss solution works! We’ll reach out to a subset of your won and lost deals and provide you with real-time alerts, weekly recaps, and a summary of trends, recommendations, and action steps. Once you see the insights and results we’re capable of delivering, we’re confident that you’ll partner with PastSight for the long haul.
