Case Study - customer awareness and engagement. IT Solutions Company


		home > case studies Case Study 2: IT Solutions Company Issue: Transforming a product company raising opportunities for higher value services. Background: a global IT solutions company with an international reputation for 'solid' product design and delivery; a market leader in its field. With a strong existing customer base and sustained product demand but slow growth; alternative strategies were sought that could provide significant future value and growth. Solution: Many different 'innovation forum' were established to identify alternative channel technologies, different ways to engage, acquire and retain customers, new ways to market, alternative products and services. The focus was to communicate new brand values and encourage innovation and a culture of change. Customer scenarios were developed that showed a lack of service, interaction and engagement in real business issues. A range of products and services were identified that were consistent with future trends. And a new marketing plan delivered a series of 'interactive customer forum' discussing real current and future industry issues. In parallel advanced research labs and innovation delivery teams built new business models, products and services. These amplified the 'innovation theme' and raised the organisations profile internationally with new and existing clients. A series of brand programmes were launched to enhance the message and communicate new forms of value delivery. The solution focused on communicating customer value internally to create momentum and changes in behaviour. Business benefit: Considerable benefit was derived from deeper customer interaction and direct dialogue with some of the most senior figures in industry, commerce and academia. In this case, insight into customer experiences, issues and concerns proved invaluable in developing the right strategies, products and services for the future. Ť back home next ť		Case Studies: Financial services provider IT solutions company Global IT company International manufacturer Global financial solutions Ť home
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