Business and Professional Services
Helping clients improve their business process with scientific methodologies
What we do

- What are the key services required by customers?
- What are the key purchase criteria across different product / services categories?
- What are the product / service offerings customers are aware of and currently using?
- What is the frequency of usage and use cases across product / service categories?
- Are there any product / service offerings not available to customers? If yes, why?
- What are some of the unmet needs across existing products / services and reasons thereof?
- What are the digital products / services currently being used?

- What are the main touch points in customer journey across different product / services categories?
- How does the customer journey originate (digitally, own sales team, agent, etc.)?
- How is the experience with the customer support across different service providers?
- Who are the key influencers for purchase decision for the customer?
- What is the level of dependence on the personnel across different touch points?
- What are the specific pain points and areas for improvement across touch points?
- What is the level of satisfaction on different touch points during the journey?

- What is the typical time taken across various steps for the process in reference?
- How does the time mapping vary with personnel, time, geography etc.?
- What is the typical industry benchmark for times taken across the process steps?
- What are the key improvement areas for the client and how can process time be standardised?
- What are other industry best practices to boost productivity and optimise time?

- Who are the key service providers in the market and what is the position of in reference provider?
- How does service provider compare against competition on product offerings?
- What is the degree of competitiveness of prices offered by the service provider?
- How does the typical timeline and reliability of service compare against competitors and other market players?
- How does service providers’ customer service fare with respect to the competitors?
- What is the degree of customer satisfaction / NPS for service provider with respect to market?

- How likely is the customer to promote respective product / service?
- How does the NPS vary across regions and products and how does it compare with key competitors?
- What are the key reasons for a customer to be a promoter / detractor?
- What are the improvement areas across product / service categories?
- What is the level of stickiness across product / service categories?
- What are the triggers that would make customers shift to another product / service?
- What are the relative strengths and weaknesses that have the highest impact on NPS?

- What is the market size of the products / services?
- What is the market segmentation across geographies, customer types and demographic factors?
- What is the degree of organization in the market and who are the key players?
- How is the market expected to grow in the next 5 years?
- What are the key drivers of market growth and what is their degree of stability?
- What are the key risks to market size and growth and what is their degree of impact?

- What is the expected benefit of strategy to the business?
- What is its value proposition to the customer?
- What is the customer likelihood of product / service adoption?
- Who are the key competitors in the similar product / service?
- What are the current whitespaces in competitors’ offerings and levers for value creation?
- What can be the potential competitive moat for product / service launch?
- What is the typical monetization model for the product / service in the market?
- What can be the key metrics for evaluation of success of concept launch?
- What are other national / global parallels for launch of similar concept?

- How has the market potential for the product / service changed in the last 5 years?
- What have been the key drivers / inhibitors of growth and what is their likelihood of persistence?
- How is the market expected to change in the next 3-5 years?
- What could be the key influencers for market growth for the 3-5 years?
- What are levers of value creation in the forecast market?
- What key trends have been observed in other parallel products / services?

- What is the customer’s feedback on product / service?
- What is the customer’s perception of brand of service provider?
- What are the unmet needs of the customer while using product / service?
- What do customers like about the product / service?
- What is their opinion on competitor products / services?
- What are the factors driving stickiness for the customer usage of select product / service?

- Who are the potential partners with capabilities in the required space?
- What should be the prioritization order for partners based on their capabilities and potential synergy?
- What are the expected benefits in the short and long-term arising from partnership?
- What can be the potential roadblocks for partnership?
- What will be the cultural impact of partnership on the organization?
- What are value creation levers by utilising synergy between partners?

- What is the checklist for evaluation of vendor for the required product / service?
- Who are the scale players providing the required product / services?
- How does cost of products / services provided by shortlisted vendors stack against each other?
- How reliable is the supply from the shortlisted vendors?
- What is the quality level of products / services provided by the vendors?
- How do other customers from the vendor perceive its products / services?
- How stable is vendor’s supply chain to ensure uninterrupted supply?
- Is vendor’s supply chain compliant to all regulatory requirements?

- What is the degree of adoption of digital products / services?
- How does degree of digitization compare against competitors / colleagues?
- Have the intended benefits of digitization been realised?
- What is the turnaround time for deployment of digital solutions?
- What is the customer’s perception of digital solutions [for B2C]?
- What is the competition’s maturity in digital solutions and where does client stack up against it?
- How can effectiveness and efficiency of digital solutions be increased?

- What are the key customer segments using reference products / services?
- Why do they prefer the reference products / services?
- What is their perception of competition providing similar products / services?
- What is the customer stickiness for reference products / services?
- What drives customer stickiness for reference products / services?
- What is the customer sensitivity to prices, discounting, product quality and brand value?
- What are the current whitespaces for customers?

Customer needs assessment
- What are the key services required by customers?
- What are the key purchase criteria across different product / services categories?
- What are the product / service offerings customers are aware of and currently using?
- What is the frequency of usage and use cases across product / service categories?
- Are there any product / service offerings not available to customers? If yes, why?
- What are some of the unmet needs across existing products / services and reasons thereof?
- What are the digital products / services currently being used?