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  Client Lets Technology Rather Than Customer Requirements Drive Product Decisions
  Client Considers Changing Business Model and Product Without Comprehensive Market Research
  Absence of Product Process Derails Client's Development Program
  Fragmented and Cannibalized Flagship Product
  Client Loses Customer Centric Focus
  Client Loses Key Customers
  Client Fails to Maximize Customer Revenue
  Foreign Exchange Case Study I
  Foreign Exchange Case Study II
Client Loses Customer Centric Focus
 
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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