Targeting Multiple Customers
Company:  Manufacturer
Business Issue:  Needed to understand the role of multiple customers and their involvement with purchasing.
Research:  In-depth and quantitative interviews with three different customer types (i.e. physicians, clinical professionals and health care administration) for four strategic business units
Conclusions:
- identified competitive position
- displayed satisfaction and retention relationships
- understood the purchasing process by customer type and for each strategic business unit
Changes implemented: Modified pricing strategy, and developed succinct marketing strategies for each customer type.
Results:  Strengthened the market position among all customers.

Patient Volumes
Company:  Primary Care Clinic
Business Issue:  One physician had much lower patient volumes compared to colleagues.
Research:  Patient Satisfaction Mail Survey
Conclusion:  Physician's bedside manner was abrupt.
Changes implemented: Physician changed his approach.
Results:  Within two years all physicians had similar patient loads.

Unprofitable Program
Company:  Hospital
Business Issue:  Diabetes program was unprofitable
Research: Compared state AOL by DRG and physician specialty.
Conclusion:  One endocrinologist had long AOL.
Changes implemented: Endocrinologist changed admitting and discharging schedule.

Health Plan Maternity Program
Company:  PPO
Business Issue:  A major client was threatening to discontinue the maternity program
Research:  Conducted several focus groups of participants enrolled actively in program and patients that delivered.
Conclusion:  Maternity patients demand quality providers and require complete follow through.
Changes implemented: Changed promotional materials to highlight qualifications of OB/GYN's in network and enhanced information disseminated.
Results: Retained client

Clinic Improvements
Company:  Five primary care clinics
Business Issue:  Low patient volume and unprofitable
Research:  Patient satisfaction questionnaire and complete business analysis
Conclusion:
- Major parking problems
- Need culturally sensitive staff
- Needed to improve payer mix
- Top diagnoses varied by clinic as did patient   demographics
Changes implemented:
- Bought land for parking
- Cross-trained staff regarding many cultural   differences
- Pursued managed care contracts
Results:
- Increased patient volume by 20%
- Improved financial performance by 33%
- Developed targeted communication programs   for each clinic

Competitive Intelligence
Company:  Manufacturer
Business Issue:  Needed to understand the competition
Research:  All secondary - web based
Conclusion:
Competitors product offerings are clustered by the degree of technology and complexity.
Changes implemented:
Focused acquisitions and mergers targets toward competitors that truly offer complementary products in addition to financial performance.
Results: Currently in negotiations with several companies.

Brand Optimization
Company:  Manufacturer
Business Issue:  No consistent corporate identity
Research:  Explored responses of several different messages among physicians and economic buyers.
Conclusion:  Identified one optimum position.
Changes implemented:
Developed and implemented consistent corporate brand and communication worldwide.
Results:
- Developed one corporate communication   strategy to strengthen the entire position of the   manufacturer
- Saved over $ 1,000,000