Case Study: Good Service (Voice of Customer)
The Problem
An independent technology consultant working for an industrial conglomerate was tasked with gathering customer opinions about a variety of service providers for large engines (i.e. gas and steam turbines). He needed feedback from professionals who made purchasing decisions when servicing these types of large engines for their company, but was concerned that reaching out to his firm’s current customer list would yield biased responses.
The consultant was also struggling with the global scope of his search. After an initial scan on his own, the consultant had trouble finding customers in geographies where many of the service providers operated (Latin America and other emerging markets worldwide).
Critical Issues
Emerging Market Perspectives Limited Resources Target Audience Objectivity
The Solution
The consultant identified Maven as resource that could bring unbiased responses from a global community, addressing the two critical challenges impeding the progress of his initiative. After bringing a project scope and proposal to his manager, the consultant was given permission to access Maven via the company’s subscription to support his ongoing project.
After an introductory phone call, the company’s dedicated Account Manager suggested conducting Telephone Consultations with key buyers outside of the company’s customer list. After launching an inquiry in the geographies of interest, the Account Manager helped the consultant to identify and qualify several dozen candidates who matched the company’s target buyer profile. Within 24 hours of coming to Maven, the consultant had his first consultation, and began to gather direct feedback about the various service providers for gas and steam turbines. Over the course of just two weeks, the consultant had more than enough insight to complete the report he was working on, at half the cost of what he had budgeted for the research.
“Without Maven, there’s no way I would have been able to identify this type of expertise on my own. Super top notch!” – Technology Consultant
