International Enterprise-Level Service and Support Package Development

Primary Research Objectives

Understand satisfaction among enterprise customers and resellers regarding their existing service and support package and its individual components. Assess the value customers and resellers would receive from a modified support offering.  Determine the value of alternative service and support configurations.

Methodology Employed

Executive interviews and focus groups with senior executives in Fortune 1000 companies.  N=60 executive, qualitative-style interviews conducted in the United States and Europe.  Sixteen focus groups were conducted in the United States (8), France (4) and Germany (4).

Hurdles to Overcome

Conduct research with client’s largest and most valuable large business and reseller accounts, including an extensive base of resellers in Europe and working with business differences driven by greater reseller involvement in Europe.

InfoTek’s Impact

Recommended future strategic product line direction for $1.3 billion dollar customer support division. Based upon results of study, Cisco is currently making changes to the marketing and implementation of its service portfolio.