IT Services

IT services players and business process outsourcers work with us to understand customer needs, market trends and changing industry needs

Capabilities

What we do

12 capabilities

Capability

Customer need assessment

Questions we answer

What are the key IT services trending among customers?
What pricing model (fixed, variable or per incident) will the customer want to avail?
What is the awareness and understanding of IT services among customers?
What are the expectations of the customers?
What are some of the unmet needs of the customers and reasons thereof?
How to get the customer to enter into a long-term agreement?
What made the customer choose competition for availing a specific service?

Capability

Go-to-market research

Questions we answer

What services is the Company offering and the business strategy for it?
What is the position of the brand in the market?
What is the customer acquisition strategy, by customer segment?
What is the pricing strategy?
What is the differentiating factor from the Company’s competitors in terms of services offered?
How has the customer experience been across the life cycle?
What are the key sales channels for its service offerings?
What tools and resources are used to enhance effectiveness of services offered?

Capability

Account planning research

Questions we answer

What are the customers' short-term and long-term objectives?
What is the account’s growth potential?
How can the company sync different account plans with the customers objectives?
What is the customer’s buying process?
How to identify customer initiatives and ways to map it back to their products / solutions?
How does the company identify and mitigate red flags?

Capability

Customer tracking

Questions we answer

What tools and techniques are being employed for customer tracking?
How does the Company measure customer traffic?
How should data collected be stored and used?
How did the customers hear about the Company?
What type of customer and transactional data should it be tracking?
What measures are being taken to protect the customers personal and financial data?

Capability

Competitor benchmarking

Questions we answer

Who are the direct competitors in this space?
How do the key financial metrics compare with the Company’s competitors?
What are the different services offered?
What are the differentiating factors amongst the different players?
Who has the biggest/most varied customer base?
What is their social media/global presence compared to its peers?
What is the gross margin return on investment?

Capability

Concept validation

Questions we answer

What is the real motive behind concept research and validation?
Which is the best way to test the product concept?
What problem is the product really solving?
What is the market size for the product?
How should the Company take its concept test to the market?
How can the product be used for longer periods of time and in real life situations?
How does the concept compare to similar products by its peers?

Capability

Market trends analysis

Questions we answer

What are the new business and sales strategies?
How is the industry shaped for the future?
What are the emerging trends and technologies being adopted in the industry?
What are the ways of identifying opportunities and mitigating risks?
How has consumer preferences / demand changed and what has brought about this change?
How sensitive is the industry to new inventions or disruptions?
What are its peers doing for safeguarding client sensitive information?

Capability

Vendor maturity research

Questions we answer

What is the procedure of selecting a vendor?
What are the vendors' capabilities compared to its peers?
What is the vendor doing to meet Company requirements and objectives?
How has vendor reliability been in recent times?
Should the company rely on other organizations to support the vendor management process?
How are vendor processes designed to achieve scalability and handle increased capacity?
How are vendor management programs reviewed for redundant activities?

Capability

Voice of User

Questions we answer

Which IT company are customers most satisfied with and why?
How is the Company positioned in the minds of the customers?
How has customer experience been across different service offerings?
What are the customers saying about its competitors and their offerings?
What are the key reasons for preference of a company over another?
How is the customer influenced and what measures can be taken to meet such expectations?
What are the changes in the service offerings that needs incorporation?
What are the key elements required to create a long-lasting relationship?

Capability

Customer NPS assessment

Questions we answer

How likely is the customer to promote their Company?
How does the NPS vary across regions and service offerings?
How does the NPS vary when compared with the key competitors?
What are the key reasons for a customer to be a promoter / detractor?
How can the services offered be improved?
What are the triggers that would make customers shift to their peers?
What are the relative strengths and weaknesses that have the highest impact on NPS?

Capability

Employee NPS and satisfaction

Questions we answer

How satisfied are the employees with the company across different parameters?
What measures can be taken to further improve employee satisfaction?
What factors are the employees most satisfied with?
What are the key improvement areas?
How satisfied are the employees with their career path and ways to further improve it?
How satisfied are the employees with the company’s work culture and what changes can be incorporated?
How likely is it for the employees to recommend the company to their friends / colleagues?

Capability

Salary benchmarking

Questions we answer

How is the salary structure as compared to its competitors?
What factors are taken into consideration while deciding the salary structure?
How often is the salary structure revised?
What is the differentiation in pay based on demographics?
How to evaluate compensation data available to the Company?
How does the salary structure react to changing macro conditions?
What is the Company’s budget and what external sources might be needed in the process?

Related Case Studies

View all

IT ServicesApr 7, 2021

Competitive benchmarking for an emerging B2B tech services provider

Objective

A leading investment firm wanted to benchmark an emerging B2B tech services provider against its direct competitors

Methodology

Conducted in-depth interviews (N = 10) with industry experts to understand their point of view on positioning of target with respect to its direct competitors
Conducted B2B customer survey (N = 200) to gauge post sales service levels and understand the pain points
Carried out product and service benchmarking for key offerings by key players to understand scope of differentiation for the target
Combed through online forums and websites to benchmark the social media and global presence of key players in the space
Studied key financial metrics of target and competitors to compare the relative financial health and benchmark against industry leaders

Impact / Outcome

Client gained valuable insight on the competitive positioning, strengths and weaknesses of the target company

IT ServicesApr 7, 2021

Competitive intelligence tracking for a business productivity software company

Objective

Company wanted to track market share and other scale related metrics of key competitive players, and how they are growing

Methodology

Interviewed (N = 35) product managers, regional managers, support engineers in key players
Deep conversations with business users of such business productivity softwares
Mystery shopping and sentiment analysis from key online forums
Researched news articles, press releases, publications, publicly available resources and reports
Built overall model to estimate and triangulate scale metrics across players

Impact / Outcome

Company understood how key competitive players are growing month-on-month in key industry verticals in India

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