Project Experience

Ensuring the Best Positioning by Tracking Performance Metrics

Client Situation
Our client, a US service provider, sought to understand its true performance in key metrics vs. three competitors. These competitors were introducing their metrics into competitive situations, jeopardizing significant revenue streams.

Fuld Approach
Fuld & Company was asked to research the internal targets and actual results for provisioning of key services and repair response time. By speaking directly to systems engineers and repair center representatives, as well as customer service and sales representatives, Fuld & Company was able to determine what the real metrics goals and track record were vs. what information was provided to customers.

Benefits and Implications
With this insight, our client was able to carefully evaluate its own operations for cost-effectiveness. In addition, the client could revamp its sales and marketing messages to counter the competitors' threats. For more information on insuring the best positioning by tracking performance metrics, please contactMark Chodnowsky at mchodnowsky@fuld.com