ABOUT THE CLIENT
A SaaS technology company serving the retail, media, and BFSI sectors.
APPROACH
Qualitative research
PROBLEM STATEMENT
A competing SaaS company needed to gather candid feedback on a major competitor's Conversion Rate Optimization (CRO) platform to identify key product strengths, user experience pain points, customer service deficiencies, and operational shortcomings among their top enterprise clients.
OUR SOLUTIONS
Conducted primary research collecting detailed anecdotal feedback from high-level decision-makers (Senior Managers, Heads of Digital Marketing, Chief Growth Officers) at 23 large US enterprises including Amazon, NBC Universal, Autodesk, and Itau Banco.
KEY TAKEAWAYS
Major pain points included negative impact on site performance and speed
Inaccurate conversion tracking due to data sampling issues
Poor support quality frequently cited by customers
Recurring issues with the visual editor functionality
OUTCOME
Provided targeted competitive intelligence, identifying specific technological and service gaps in the competitor's offering. This allowed the client to develop a highly differentiated value proposition focusing on minimizing site performance impact and improving data accuracy, directly addressing the pain points identified through customer feedback.