After pilot installations, a detailed customer satisfaction tracking
program involving extensive personal interviews provided Management with the
type of guidance needed to focus its project implementation approach when
wide-scale product launch was undertaken.
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Shaping a Market Offer
A large financial services company was evaluating the market potential for
expanding a service they offered to their clients. Operating as an
procurement outsourcing agent for many of its clients, the company saw opportunities for
leveraging their relationships to offer an array of high technology services.
Through a combination of secondary market research and a series of in-depth
interviews with potential buyers of the service, the company was able to
better understand the market. In addition, through a facilitated process involving
Management, sales and customer service professionals, a system was identified
for maximizing the contacts within the company to help focus sales efforts.
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Market Assessment
A large health insurance company created a separate entity focused on
technology implementation and process outsourcing. To better understand
the market and focus its selling and development efforts, an extensive
secondary and primary research project was initiated. With a variety of
outsourcing skills and varied competitors, Management needed to understand the
competitive landscape to ensure investments in people and technology -- as
well as organizational structuring -- provided the maximum long-term benefit
to the company.
Through a series of in-depth interviews with thought leaders in the
industry, the Company was able to focus its service offering. Rather
than trying to be a jack-of-all-trades, the Company focused on specific
processes where their expertise in order processing could enable them to be a
strong niche provider.
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