Loading...
New technologies
Helping new technology players understand adoption preferences, customer expectations & willingness to pay, and pain-points / latent needs of core customers
What we do
- How does the scope of after sales support of the client vary with competition?
- How does the client compare with industry peers in key after-sales support metrics such as ticket resolution time?
- How much does the client spend on average in after-sales support vs industry benchmarks?
- Is after-sales support adding value to the buyer? What are the areas of improvement in after-sales support?
- What should be the KPIs for tracking the performance of
after-sales support?
- How likely is the buyer to become a brand ambassador of the tech product?
- How does the NPS vary across customer groups and how does it compare with key competitors?
- How does the tech product's / software's NPS vary with competitors?
- What are the key reasons for a customer to be a promoter / detractor?
- Are customers using new features in the product? What is the adoption rate?
- How likely is the customer to become a brand ambassador of the tech product / software?
- What are the relative strengths and weaknesses that have the highest impact on NPS?
- What is the level of the stickiness of the technology
product / software across customer groups?
- Who are the key competitors and what are the features of their tech product / software?
- What is the market share of competitors in the product group and how are they winning?
- How does user experience compare across different competitive products?
- How does competition fare against important industry metrics?
- What is the market positioning of different competitive products?
- What kind of customer groups do competitors target, and how does the value proposition differ between players?
- How are competition's products priced and how are they
changing in recent times?
- How does the technology / software development cost of the client fare with that of competition?
- What is the structure and breakup of cumulative cost?
- How do individual cost segments such as 'after sales service’ compare with the competition?
- What are the areas of improvement for the client with respect to competition?
- Does clients additional cost provide it a differentiation against the competition?
- What are the global best practices for cost optimization?
- What are some of the short-term and long-term actions that
can help optimize cost?
- What are the typical purchase processes and buyer journeys across different product categories / buyer types?
- Who are the key decision-makers or influencers in the product purchase journey across product categories / buyer types?
- What are the main touchpoints in the buyer journey and which stakeholders are involved with these touchpoints?
- What is the role of the sales and marketing and customer support team in each stage of the purchase and product usage journey?
- How is the service support experience with the product's customer success team?
- How does the company fare in customer success metrics such as Average Ticket Resolution Time vs. competitors?
- What are the specific pain points and areas for improvement at different touchpoints?
- How is buyer satisfaction across different touchpoints of
the customer journey?
- Who are the customers of the technology product / software?
- What are the use cases that the tech product addresses across different verticals / customer types?
- What are the key purchase criteria for the tech product and how do they differ across businesses depending on their industry, size, and vertical?
- What are the 'must have' vs 'nice to have' features in the technology offerings?
- Preference for integrated vs point solutions and horizontal vs vertical solutions? What are the primary reasons to adopt the product?
- What is the stickiness of the technology solution in terms of criticality to business and switching costs?
- What is the customer's willingness to pay for various features? What features can make the technology offering premium?
- Are there any product offerings unavailable to customers? Is the opportunity significant?
- What are some of the unmet needs across existing products / services and reasons thereof?
- How to understand emerging needs and deepen relevance to
personalize the technology company’s product?
- What is the bottom-up / top-down market size across different product categories and geographies in the relevant technology space?
- What is the company's TAM (Total Addressable Market), SAM (Serviceable Addressable Market), and SOM (Serviceable Obtainable Market)? What is excluded in SAM and SOM?
- How fast are various markets in terms of verticals / customer types / use cases / geographies growing in the relevant technology and software space?
- How much market share can the company potentially achieve in various markets?
- What is the possible market share that the company can gain from its current product offerings vs. from building new products?
- How much of the market share can the company gain from the currently penetrated market i.e., from existing category buyers vs. from new market development?
- How is the market potential split across different geos /
customer segments / channels etc. and how is it expected to grow?
- How does the product / software sales align with the
client's pre-launch expectations?
- Which are the right channels to get post-launch feedback?
- Which buyer groups should the client target for holistic
feedback on the product / software offering?
- Did the launch message resonate with target buyers? Where
else do they need more clarity?
- How does the technology product / software feedback vary by
buyer types?
- What challenges do target buyer segments see in using the technology / software product?
- How has the adoption of technology product / software
changed in its lifecycle? How does it compare?
- How fragmented is the market in which the target is operating? What are the other suitable acquisition / investment opportunities in the target's market segment?
- How does the target fare against competition across key operational, organizational, and financial metrics?
- What is the depth in the technology / software portfolio of the target company vs category peers / leaders?
- What are the key demand drivers for buyers?
- How is buyer behaviour going to change in the future? What trends are expected to shape buyer behaviour?
- Which buyer segments are driving the category? Which segment does the target cater to?
- What is the CAC and LTV of target accounts? Are they above/ below industry standards?
- How adept is the existing management at driving growth? What is their track record?
- In how much time can the target scale their business?
- What are the different revenue streams per buyer? What are the drivers of revenue?
- How much does it cost in time and money to service / acquire a buyer? How will the product development cost affect unit economics?
- What fixed and variable cost components are associated with servicing a buyer?
- What are the drivers of fixed and variable costs?
- What is the break-even scale and time taken to reach breakeven?
- How does the unit economics vary across buyer segments
(industry vertical, size, etc.)?
- What are the reasons for the preference of the client's product over others?
- What is the company's perception amongst customers and non-customers in the space?
- How do customers rate the 'sales and service' experience of the technology company?
- Are existing customers referring to the company's product? What is the viral coefficient?
- How to use 'voice of customer' and sentiment analysis for product improvement and enhancing customer satisfaction?
- What are the reasons for the preference of a particular technology product / software brand over others?
- What are the key elements to provide a comprehensive buyer
experience?
After sales support benchmarking
- How does the scope of after sales support of the client vary with competition?
- How does the client compare with industry peers in key after-sales support metrics such as ticket resolution time?
- How much does the client spend on average in after-sales support vs industry benchmarks?
- Is after-sales support adding value to the buyer? What are the areas of improvement in after-sales support?
- What should be the KPIs for tracking the performance of
after-sales support?
Connect with our experts
Why 1Lattice?
Tech Enabled
Quality of Insights
Reliability of Outcomes
