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Technical Support Services |
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| Product /Service: |
Enterprise Technical Support Services |
| Analysis Categories: |
Needs Assessment, Concept Testing, Idea Generation |
| Target Audience: |
CIOs and IT Directors of our client's most valued corporate accounts |
| Methodology: |
In-depth phone interviews |
| Countries: |
US, Canada, UK, France, Belgium, Germany, Japan |
| Results Achieved: |
We conducted 150 in-depth phone interviews to determine the most valued support package configurations among our client's largest customers. The results from our research led to a restructuring of our client's enterprise support organization. |
| Product /Service: |
IT Support Services |
| Analysis Categories: |
Segmentation, Demand Assessment / Feature Trade-offs, Priority Mapping, Market Sizing |
| Target Audience: |
Small- to medium-sized business IT managers |
| Methodology: |
Telephone interviews |
| Countries: |
US |
| Results Achieved: |
We interviewed 600 IT managers, and identified and profiled six segments based on their propensity to outsource IT support services across 10 hardware and software product areas. The results helped our client prioritize support service components and design multiple service packages targeting the respective segments. |
| Product /Service: |
Technical Support For Small Business PCs |
| Analysis Categories: |
Message Testing and Positioning |
| Target Audience: |
Small business IT |
| Methodology: |
Focus groups |
| Countries: |
US, UK, France, Germany |
| Results Achieved: |
Based on 10 focus groups conducted across four countries, the results of this study helped our client better understand what is required for a complete PC "solution" among small businesses (those with 5 to 20 employees). |
| Product /Service: |
Enterprise Network Support Services |
| Analysis Categories: |
Needs Assessment, Concept Testing, Idea Generation |
| Target Audience: |
CIOs and IT Directors of large corporate customers (our client's most valued accounts) |
| Methodology: |
Focus groups and In-depth phone interviews |
| Countries: |
US, France, Germany |
| Results Achieved: |
Based on eight focus groups and 36 in-depth telephone interviews, we assessed the potential value gained from several modified support offerings. The findings ultimately led to a re-design of our client's network support solutions available to its largest accounts. |
| Product /Service: |
Cloud-Computing Technologies and Services |
| Analysis Categories: |
Needs Assessment, Trend Analysis |
| Target Audience: |
IT, Operations, Supply Chain and Manufacturing Directors in large multi-national companies that manufacture consumer package goods, high tech, and industrial products |
| Methodology: |
Web surveys |
| Countries: |
US |
| Results Achieved: |
Based on 130 completed Web surveys, we delivered information surrounding the use of cloud-based technologies and services today, and plans for future implementation. This included priorities for current and planned collaborative supply chain, finance and commerce management initiatives, the extent to which cloud-based technologies will be used to optimize on-premise IT investments vs. extending IT capabilities externally. |
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