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Photizo Group Launches Enterprise MPS Loyalty Study in North America and Europe

January 6, 2017

As the Enterprise market (firms with more than 1,000 employees) becomes increasingly saturated with MPS, the importance of retaining existing clients and identifying clients of your competitors who are willing to switch becomes critical. In fact, for North America alone, Photizo Group has identified that $8B of the $11B MPS opportunity is in further penetrating existing accounts. Only $3B of the total opportunity is associated with capturing 'new to MPS' accounts (Photizo Group 2016 MPS Advisory Service Forecast). The maturity of the enterprise MPS market means keeping customers is critical, but there is a catch.

Research and analysis into MPS customer defection rates by Photizo Group indicates that 33% of MPS contract holders are considering either switching MPS vendors or bringing their outsourced MPS project internal. With one third of the customer base open to change, it's imperative that vendors understand whether this represents a threat (their customers switching to other vendors) or an opportunity (to capture their competitors MPS customers who are considering switching).

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According to Ed Crowley, CEO of Photizo Group, "Many vendors are making a serious error in assuming that their existing customer loyalty or satisfaction study is adequately identifying threats to their customer base. Without an understanding of how your customer satisfaction and loyalty compares to your competitors, it's easy to overestimate the strength of your customer relationships." Photizo Group is launching this study to assist clients in addressing this serious information gap and to identify growth opportunities in competitors' accounts by identifying the types of customers who are most likely to switch.

The multiphase study begins with a quantitative study of Enterprise MPS customers in the USA, Canada, Germany, France, and the UK. It is followed by in-depth interviews to understand the critical dynamics associated with satisfaction and switching behavior. The study launches in early April with clients who sign up by the end of January having the opportunity to impact the study design and content.

About Photizo Group:
Photizo Group is a leading Marketing Intelligence and Strategic Consulting firm for the imaging industry. The firm launched the industry's first Advanced Analytics Division in 2015 and is pioneering the use of Predictive Analytics to bring value to the IoT data generated by over 100 million digitally enabled imaging devices installed globally. The firm was established in 2006 in Versailles KY, and has twice been on the Inc 5000 list of fastest growing privately held companies. It has received three (2011, 2012, and 2014) leadership awards from the Managed Print Services Association. The firm conducts research and consulting in over 40 countries globally, and has offices in North America and Japan. Photizo Group is headquartered in Lexington Kentucky.

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