Gantry Group Annouces New Customer Satisfaction Service Suite
December 1, 2007-
Gantry Group, LLC announced its new service suite, Creating Customer-Centric Companies (C4), that comprehensively quantifies customer satisfaction at each point where a customer may interact with a vendor. This service suite is designed for a broad spectrum of companies, including providers of technology, hosted services, professional services, consumer electronics, and more. Leveraging a decade of market research data, Gantry's new C4 program applies a pre-defined metrics set for each interaction point at which a company engages with its customers, called customer touch-points. These proven metrics accurately gauge how customers evaluate a company’s performance, enabling key customer satisfaction problems to be precisely diagnosed. Using cause-and-effect modeling techniques, Gantry's C4 solution is able to identify the early warning signs of dissatisfied customers to yield increased customer renewals and customer loyalty.
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Gantry Group Releases Customer Satisfaction Study
September 24, 2007-
A new national study, Gauging Customer Satisfaction, conducted by the Gantry Group LLC reveals that 85% of providers of technology solutions and technology-based services have active or planned initiatives in place to benchmark customer satisfaction. In addition to ad hoc input from sales & professional services teams, companies ascertain customer satisfaction primarily through formal customer satisfaction studies (73%).
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Gantry Group Releases MCO Clinical Technology Expenditure Study Insights
September 6, 2007-
Gantry Group, LLC recently completed its annual study, MCO Clinical Technology Expenditures 2007, to ascertain MCO executives’ investment plans over the next 12 months. MCOs will broaden and deepen their adoption of clinical technology across all major clinical solution categories over the next year. Today, MCOs’ adoption of clinical technology is focused on Utilization Management (86%), Case Management (76%) and Evidence-Based Guideline (71%) solutions. In general, over half (53%) of MCOs’ total clinical technology budgets are allocated to these three clinical solution categories. While Utilization Management, Case Management and Evidence-Based Guideline solutions will continue to dominate MCOs’ attention over the next 12 months, MCOs will substantially strengthen their adoption of Business Intelligence (36% growing to 50% of MCOs) and Care Management (40% growing to 55% of MCOs) solutions during the next year.
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Gantry Group Releases Market Segmentation Study
July 24, 2007-
A new national study conducted by the Gantry Group, LLC reveals that providers of technology-based products and services who implement formal research-based market segmentation studies experience higher revenues (58%) and increased market share (50%) due to their improved ability to align product functionality, price, bundling and value proposition to targeted markets. The study also shows that companies associate poor understanding of market segments with a diminished ability to make a compelling business case to prospective customers -- which leads to lower revenues. While 35% of study respondents report that the segmentation of their market segmentation is validated through the application of formal research, 41% rely solely on their own personal assessments of market segmentation based upon ad hoc feedback from their existing customer bases.
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Gantry Group Releases New Product Definition Study
June 21, 2007-
A new national study conducted by the Gantry Group LLC reveals that providers of technology based products and services rely on anecdotal data from their own sales force (52%) or look to internal executive teams (43%) to assess the likely adoption of new offerings being considered. As a result, 55% of study respondents reported that 2-4 of their new offerings in the last 3 years had failed to achieve sufficient market traction to justify their investment. In the study, only 16% of respondents report that they conduct quantitative market research to determine market receptivity, prior to investing in product development. Consistent with this data, the single most common concern around new product planning was uncertainty of alignment with market needs and preferences (36%) – no matter the size of the technology vendor.
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Gantry Group Releases Technology Pricing Study Insights
April 17, 2007-
The Gantry Group, LLC announced the results of its quantitative study of technology vendors and service providers to assess their pricing practices for solutions and related services. The study revealed that over half of the respondents (51%) apply competitors’ pricing models and past sales experiences with current customers to determine their pricing strategies. This approach exposes these vendors to the inherent risk that the competition may not have correctly assessed the market’s perception of value. While 31% of study respondents use direct market input from current & prospective customers to guide their price strategies, 69% exclusively rely upon secondary insights.
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