A company is using market share data from Gartner, which conflicts with their internal sales feedback and buyer interviews regarding a recent 20% drop in their win rate.

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    "summary": "A company is using market share data from Gartner, which conflicts with their internal sales feedback and buyer interviews regarding a recent 20% drop in their win rate.",
    "category": "general",
    "comments": [
      {
        "url": "https://www.reddit.com/r/CustomerSuccess/comments/1wpcjm3/comment/pbu9916/",
        "depth": 0,
        "score": 2,
        "author": "Hungry-Highlight133",
        "excerpt": "Were the onboarding comments from won or lost buyers? A customer struggling after signing and a prospect backing out over the expected setup effort would send me down different paths.",
        "posted_at": "2026-09-24T20:31:54.000Z",
        "author_url": "https://www.reddit.com/user/Hungry-Highlight133/"
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      {
        "url": "https://www.reddit.com/r/CustomerSuccess/comments/1wpcjm3/comment/pbudo8j/",
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        "author": "Hopeful_Jaguar518",
        "excerpt": "All three could be true at the same time, you could be gaining share overall while losing a particular type of deal.\n\n Breaking the win rate down by customer size or lead source might help narrow who to interview.",
        "posted_at": "2026-09-24T20:50:59.000Z",
        "author_url": "https://www.reddit.com/user/Hopeful_Jaguar518/"
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      {
        "url": "https://www.reddit.com/r/CustomerSuccess/comments/1wpcjm3/comment/pbunwuk/",
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        "author": "PsychologyForward348",
        "excerpt": "We had conflicting feedback on pricing and onboarding aswell and ran about 25 interviews through Qualitate. Pricing barely came up when we asked buyers to walk through their decision.",
        "posted_at": "2026-09-24T21:38:12.000Z",
        "author_url": "https://www.reddit.com/user/PsychologyForward348/"
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        "url": "https://www.reddit.com/r/CustomerSuccess/comments/1wpcjm3/comment/pbxat2z/",
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        "author": "No_Treacle_5071",
        "excerpt": "I’d stop trying to force Gartner, sales, and three interviews into one story this week. Treat them as three hypotheses and design the next 8–10 conversations to test them. Split won vs lost, and ask the same two questions every time: when did price become a real issue, and what did you expect setup to look like before you signed. If lost deals mention onboarding before price, that’s a different fi",
        "posted_at": "2026-09-25T06:56:34.000Z",
        "author_url": "https://www.reddit.com/user/No_Treacle_5071/"
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        "url": "https://www.reddit.com/r/CustomerSuccess/comments/1wpcjm3/comment/pbxcugv/",
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        "score": 2,
        "author": "canhigher23",
        "excerpt": "'lost on price' is usually the rep's summary, not the buyer's sentence. the three interviews are the only place the reason arrives in someone's own words, so i'd weight them over gartner even at n=3.\n\n the catch once you get more: two people stuck at the same onboarding step will describe it in different words, so it reads like two separate reasons. full disclosure, that's the problem i'm working",
        "posted_at": "2026-09-25T07:13:00.000Z",
        "author_url": "https://www.reddit.com/user/canhigher23/"
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        "url": "https://www.reddit.com/r/CustomerSuccess/comments/1wpcjm3/comment/pbznmcc/",
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        "author": "Euphoric_River6365",
        "excerpt": "While individual interviews can be helpful, general surveys can be one method for gaining several customer voices in a short amount of time and without infrastructure. Have you considered sending out one survey to lost business and one to won. Might be CSAT style if you're focusing on only one portion of the lifecycle. You'd likely have about a 3-8% response rate, but it's a low stakes method for",
        "posted_at": "2026-09-25T15:30:59.000Z",
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      "[post] Trying to get enough primary data for clarity on this Gartner says we’re gaining share, sales says we're losing on price and the three buyer interviews I've managed to get done say it's our onboarding experience (I'm next)."
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    "post_text": "Trying to get enough primary data for clarity on this Gartner says we’re gaining share, sales says we're losing on price and the three buyer interviews I've managed to get done say it's our onboarding experience (I'm next). Trying to figure out how to get enough real buyer conversations to get clarity before our strategy review next month. 20 to 25 buyer interviews across won and lost deals should do it but I don’t have the infrastructure for that right now.",
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    "post_title": "Our win rate dropped 20% and internal data is telling me three different stories",
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