Your best sales reps do something different
Your districts deliver different results. Your sales teams deliver different results. Your distributors in other countries respond differently. But nobody has a structured picture of WHY — and what the best ones do differently.
We give you per-district, per-sales-rep and per-distributor breakdowns of customer satisfaction, lost customers and relationship strength. With 80%+ response rate even from your largest customers — because we phone-interview them.
We lost one of our biggest customers and didn't know they'd been considering it. Alba's lost-customer analysis discovered early how many customers were in the danger zone — we managed to save four out of seven before they cancelled.— Sales Director, B2B manufacturing · 4 subsidiaries
Three tools for the sales team
Lost-customer analysis
We contact customers who stopped buying and get them to tell the truth. Per subsidiary, per sales rep, per region. Structured reasons — price, service, product range, relationship, group decision.
B2B manufacturer · 4 subsidiaries · lost-customer reasons per sales repCSI per district & sales rep
Customer survey where the report shows results per sales rep and district. Identify best practice — what do the best account managers do differently? Phone interviews for your top-20 key customers.
B2B company · CSI per district · 80% response rate from top customersInternational distributor survey
Global partners and distributors in 17 languages. ISO-aligned measurement model comparable over time. Phone interviews for central purchasers and pharmacy chains (where survey response rates are low).
Global B2B company · distributor survey · 12 marketsInsights the sales conference needs
- Per-sales-rep and per-district results with comparison
- Top-3 strengths and improvement areas per account manager
- Lost-customer reasons ranked by frequency
- Identification of at-risk customers (proactive risk management)
- Best-practice patterns from your top sales reps
- Phone interview quotes you can use directly in sales training
Common objections
"We already have CRM data — why survey?"
CRM shows WHAT happened (purchases, tickets, meetings). Survey shows WHY. Together you get the full picture — and can act before customers leave, not after.
"Our biggest customers never answer surveys."
We call them. Phone interviews achieve 75-90% response rates from top-20 customers, compared to 9-12% for online-only surveys. Structured format taking 15-20 minutes.
"The sales team will take it personally if results get individual."
We design the survey together so the report highlights PROCESSES and PATTERNS, not individuals. Often the results show that problems are systemic — not personal.