iQmetrix: The Customer Is Always Right
In 2015, iQmetrix, a company founded in 1999, developed and sold point-of-sale (POS) software using the software-as-a-service model. Two iQmetrix enterprise account managers were discussing strategies for closing a software subscription deal with a large customer who asked for significant customization to be completed before the deal could be signed. The customization appeared to be critical for the customer, and the account managers thought the added functionality might be valuable for the rest of the company’s customer base. iQmetrix’s product was specialized for use by mobile wireless retailers, and the company was the current market leader with approximately 60 per cent of the POS market in Canada and the United States. The company’s executives now needed to make a decision. Should iQmetrix commit to the customer’s request for significant customization?
Collection: Ivey Business School (Canada)
Ref: IVEY-9B16M028-E
Format: PDF
Number of pages: 10
Publication Date: Feb 26, 2016
Language: English
Review date: Feb 26, 2016
What material is included in this case:
Description
In 2015, iQmetrix, a company founded in 1999, developed and sold point-of-sale (POS) software using the software-as-a-service model. Two iQmetrix enterprise account managers were discussing strategies for closing a software subscription deal with a large customer who asked for significant customization to be completed before the deal could be signed. The customization appeared to be critical for the customer, and the account managers thought the added functionality might be valuable for the rest of the company’s customer base. iQmetrix’s product was specialized for use by mobile wireless retailers, and the company was the current market leader with approximately 60 per cent of the POS market in Canada and the United States. The company’s executives now needed to make a decision. Should iQmetrix commit to the customer’s request for significant customization?
Read more
Year: 2015
Geographic Setting: Canada
Industry Setting: Information, Media & Telecommunications;
Learning Objective
This case is recommended for use in an innovation course to illustrate the following learning points: ·The role of a product manager in facilitating customer requests within the development process for new products. ·The transition of a firm from a startup that is eager to acquire new customers and revenue to a larger firm with a more disciplined process. ·The issues at play when deciding whether or not to acquire a new customer.
Leave your rating
"iQmetrix: The Customer Is Always Right"
Register for free with IESE Publishing and enjoy all the advantages
What type of account do you want to create?
Choose account type
Professors
Academic Institutions
Companies
Individuals