Customer Journey Mapping using an Online Forum Community The purpose of the research was to: Assess customer experience associated with each service touchpoint Ensure coverage of each aspect and activity associated with the service Benchmark customer satisfaction Assess resonance of messaging Determine if the service was

Behavioral Segmentation: Data-driven persona development The purpose of this research is to discover 1) what types of customers exist, 2) how prevalent they are within and outside of your customer base, and 3) how better to identify and serve them. The business value: Identify competitive advantage

Pricing and Bundling The purpose of this research was to gather market feedback to inform product feature bundles, positioning and pricing. Key questions included: Feature value feedback: Are the most valuable features/ bundle elements being highlighted to customers? Bundle feedback: Are existing bundles appealing to customers? Pricing feedback: Which features