What We Do

  • Customer needs assessment
  • Market potential assessment
  • Customer journey mapping
  • Product benchmarking
  • Voice of customers
  • Customer NPS diagnostic
  • Deep product evaluation
  • Market trends analysis
  • Target screening and diligence
  • Churn drivers assessment

Related Case Studies

 Concept validation of Human Resource Management System for corporates to meet their existing needs

Concept validation of Human Resource Management System for corporates to meet their existing needs

Objective

  • A product development firm wanted to conduct a deep need-gap analysis to understand the pain points and purchase preferences that are not addressed by a current SaaS/Enterprise Tech product  

Methodology

  • Conducted in-depth consumer interviews (N=50) across 5 cities for establishing different customer segments and identifying their pain points and purchase preferences 
  • Conducted quantitative survey (N=200) across 5 cities to understand customer pain points and product features that customers deemed necessary 
  • Conducted A/B tests for the beta version of the product (N=50) across 5 cities for the established customer segments on a one-on-one basis or in a focus group setting to receive feedback on the product 
Impact 
  • Client could clearly identify the key purchase criteria for corporates in an HRMS 
  • Client was able to understand user preferences on various product attributes thus feeding into a quality product design 
 Detailing the customer and supplier journey for a vertical-specific SaaS company in logistics

Detailing the customer and supplier journey for a vertical-specific SaaS company in logistics

Objective

  • A vertical-specific SaaS company wanted to gain a deep understanding of the journey of platform stakeholders and understand the touchpoints to create value in the current product  

Methodology

  • Conducted in-depth consumer interviews (N=40) across 8 sub-segments of the logistics industry for establishing different customer personas and outlining of their journeys  
  • Conducted in-depth competitor interviews (N=12) across existing players to understand the value proposition and target segments of these players  
  • Mapped detailed journeys for stakeholders based on user requirement, touchpoints and additional value which can be delivered  
Impact 
  • Client could clearly identify the journeys of the target customer segments to make necessary adaptions based on nature of use  
  • Client launched a more user-friendly and intuitive platform to deepen account relationships 
An Indian hospitality player was interested in assessing the market potential for a multi-asset type property management software vendor (SaaS platform)

An Indian hospitality player was interested in assessing the market potential for a multi-asset type property management software vendor (SaaS platform)

Objective

  • Market sizing exercise (bottom-up and top-down estimates) to understand the market and assess market potential in the medium and long term  

Methodology

  • Conducted market sizing exercise and product benchmarking to understand market attractiveness and potential 
  • Estimated 5 year revenue & EBITDA growth using 3 scenarios: BAU, base case & aggressive growth case 
  • Conducted deep secondary research to identify relevant market sizing inputs, SaaS property management platform growth drivers in developed economies and global operational benchmarks 

Impact / Outcome

  • Successfully provided the client with deep, comprehensive market profile study in SaaS platforms for property management, defined market attractiveness and product attributes needed to win market share 
Large SaaS Co wanted to assess L1 & L2 churn drivers that are causing their clients to opt for services / products from competitors

Large SaaS Co wanted to assess L1 & L2 churn drivers that are causing their clients to opt for services / products from competitors

Objective

  • To conduct a retention and churn analysis to identify and analyse L1 and L2 drivers that are causing churn for the client 

Methodology

  • Conducted deep in-depth interviews (N=100) with existing and churned clients to analyse customer requirements and usage behaviour 
  • Analyzed churned clients to understand negative triggers and identify specific initiatives to minimize churn by conducting a survey (N=100) with existing and churned clients 
  • Conducted in-depth interviews (N=15) with current and ex-sales, customer success and customer support teams to understand their bandwidth, and reasons for attrition (for ex-employees) 
  • Analyzed past and current sales pipeline and the impact of sales rep attrition on customer churn 
Impact 
  • Successfully provided client with comprehensive and in-depth reasons for churn by customer segment and steps to improve product and customer experience and thus increase retention
Screening and diligence of a CRM player

Screening and diligence of a CRM player

Objective

  • Due diligence case to establish market attractiveness and the target firm’s growth prospects within the market 

Methodology

  • Conducted N=50 one-to-one customer, non-customer and competitor interviews to understand their perspective on the target 
  • Deep product assessment including current technical stack, product performance and UI / UX and its benchmarking with competitor products 
  • Bottom up market sizing exercise to understand market attractiveness and potential across possible use cases 
Impact
  • Successfully provided the client with a comprehensive assessment of market attractiveness, competitor landscape and differentiation, quality of business, voice of customer and value creation blueprint.  

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