Blog - (Archived)

Top Innovator: Optum Named Leader in Health Care Payer Information Technology Services

December 14, 2016

Optum is an information and technology-enabled health services business with a mission to help make the health system work better for everyone. With more than 115,000 people worldwide, the company delivers intelligent, integrated solutions to modernize the health system and improve overall population health. To recognize this dedication to innovation, Everest Group named Optum to the Leader category in the 2016 “Healthcare Payer IT Services –Service Provider Landscape with PEAK Matrix™ Assessment.” For the research, Everest Group used a comprehensive evaluation framework that examined 22 service providers in the global health care IT services market and identified them as either Leaders, ... Read more

What Does Customer Experience Mean to You?

December 12, 2016

This is a great time of year to reflect on what has worked and what can improve in 2017. Customer experience is one place where, even if a company excels, there is always room to adapt and grow. Consider these customer scenarios: You have exciting, big ideas of how you can work with your prospect, but some of your prospects just are not Good customer service in this situation means selling them something else. Regardless of whether you are selling cloud services or apartment buildings, understanding the customer and their day-to-day life is crucial if you want to connect to them. Some ... Read more

Why Contract Evaluation Research Is a Key Investment

December 8, 2016

In the 2016 Federal Government Contractors Study, 68% of respondents with win rates above 50% said their teams were good/excellent with government customer relationship management. That number is significantly higher than the 36% of respondents with win rates less than 50% who rated themselves similarly. With the ever-growing importance of customer experience in the federal market, relationships are paramount. That means efforts to foster customer relationships are well worth the investment. These efforts include conducting research to learn customer preferences, needs and requirements. That makes customer experience and contract evaluation research a powerful tool. One of our IT services firm clients with a ... Read more

Marketing Planning 2017: Should You Attend Trade Shows and Events?

December 6, 2016

One of the results of the 2016 Federal Media and Marketing Study (FMMS) is that event attendance is slightly lower than it was last year. Considering that sponsoring and/or exhibiting at trade shows is typically a key marketing tactic for government contractors, what are industry leaders doing to address that trend? At our FMMS results briefing, we asked the panel of marketing experts to weigh in. Ginger Kessler, Brocade – Director of Federal Marketing Kessler has definitely seen a decline in attendance at trade shows. “It feels there aren’t many government people actually coming into the exhibit hall, or even attending the sessions,” Kessler ... Read more

How Customer Service Impacts Your Brand

December 5, 2016

Few things can tarnish your brand’s reputation faster than a bad customer experience, and customer experience starts with customer service. “It amazes me how often professional services firms tell me customer service is a retail issue and not something they need to make a key part of their strategy,” said Jen Sterling, Brand Strategist and Founder branding agency Red Thinking. This could not be farther from the truth: response time, employee knowledge and skill, attention to detail and courtesy are universal customer service goals, regardless of your business. Failure to deliver consistently on any of those can tarnish your brand. After conducting brand ... Read more

Dave Glantz on the Power of Customer Experience Research

November 29, 2016

Customer experience and satisfaction research is all about identifying potential problem areas, and addressing those issues to meeting customer needs. And meeting customer needs is the key to retaining customers and contracts. Market Connections has deep experience conducting customer experience and satisfaction research. This is, in part, because we believe it is a best practice for any company’s growth strategy and we strongly encourage our clients to implement customer experience programs. On Tuesday, December 13, we are hosting a webinar on best practices in retaining customers and contracts. As a preview, Researcher Director Dave Glantz shares his thoughts on the power ... Read more

Government Contracting: Best Practices in Customer Experience

November 28, 2016

Regardless of the industry, successful businesses understand that customer experience is directly tied to retaining customers and contracts. They understand that how your customers perceive your brand, your services and the overall experience of interacting with your company is an important differentiator — and influences whether they buy from you. According to Gartner, 89% of marketers expect customer experience to be their primary differentiator by 2017. This applies whether your business serves consumers, other businesses or government decision-makers. Therefore, if you want your customers to stay loyal, you have to invest in the experience. Gartner predicts that by 2018, more than 50% of organizations ... Read more

Happy Thanksgiving from the Market Connections Team

November 23, 2016

We hope you’re heading off for a wonderful holiday full of fun and family. Because we can’t resist a good survey, we want to send you off with a little bit of data about the Thanksgiving meal. Every year, Yahoo Food conducts a study to find out what people are eating. Here are the highlights from the 2015 survey. Read this story for more study results, and maybe some ideas on how you can maximize the impact of your feast through a quality improvement program this year. Read more

Federal Contractor Boosts Contract Win Rates with Customer Loyalty Program

November 22, 2016

When the government procurement process moved toward LPTA (lowest priced technically acceptable) awards, many long-established contractors had to re-evaluate their win strategies. One IT integrator realized early that customer satisfaction was a key to remaining competitive in an LPTA environment. The vice president of quality management said that each time the company conducts a contract evaluation survey, it learns not just about the customer experience, but also about loyalty. Loyalty is directly tied to win rates. Market Connections surveys the company’s largest and most strategic contracts — a total of about 120 interviews every year. We combine both quantitative and qualitative questions ... Read more

Winning Contractor: InfoZen Wins $208M DHS Contract

November 17, 2016

In September, InfoZen won a $208M contract to support the Department of Homeland Security in modernizing the U.S. Citizenship and Immigration Services’ Office of Technology. Under the Support Platform Engineering and DevOps Integration (SPEDI) contract, InfoZen will help the office provide information technology expertise, strategic vision and tactical implementation. An essential element of providing these services is providing support for migrating the USCIS application development methodology from a traditional waterfall process to an agile environment, and from a silo-based development-deploy-support structure to an Agile Methodology and DevOps framework. These frameworks require cloud services that are virtualized, scalable, and cost effective. They must ... Read more

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