| Problem: |
Financial information services provider rapidly lost substantial market share to competitive product despite numerous product enhancements. |
| Insight: |
Client let technology and internal operations rather than customer workflows and the market drive product development. Client focused on applying newest technology and let technological capabilities drive product development. Resulting products lacked critical customer requirements. |
| Solution: |
Installed product process that included customer at all stages, including establishing market trends, determining customer workflows, defining requirements, designing the product look and feel, performing usability testing, and beta-testing the resulting product. |
| Results: |
Stopped decline, grew market share and generated $30 million in renewal and new revenue from single customer. |
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