Case Study
Client
Leading Software Company
Project
Loyalty Trigger Research
Background
Part of a strategic initiative to service and engage medium-sized organizations, client initiated a global research project to identify events that prompted interactions with them, related performance, and associated influencers. Designed and executed a customized research program that qualitatively and quantitatively explored "triggers" of experiences such as sales, support, service and others.
Objective
To establish a detailed understanding of non-managed business accounts, including influencers and a prioritized plan of attack to strengthen and improve Client-Customer relationship.
Execution
Conducted over 150 qualitative interviews with medium-sized businesses to explore themes and interactions between client and customers. Based on findings, designed, executed and analyzed a customized trigger "model" survey which was conducted in 5 worldwide regions.
Results
Recommended tactical and strategic improvements based on findings. Partnered with regional management and operations to establish action plans, metrics, and ongoing evaluation tools.
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