CONCORD, Mass., December 1, 2007 — Gantry Group, LLC announced its new service suite, Creating Customer-Centric Companies (C4), that comprehensively quantifies customer satisfaction at each point where a customer may interact with a vendor. This service suite is designed for a broad spectrum of companies, including providers of technology, hosted services, professional services, consumer electronics, and more. Leveraging a decade of market research data, Gantry’s new C4 program applies a pre-defined metrics set for each interaction point at which a company engages with its customers, called customer touch-points. These proven metrics accurately gauge how customers evaluate a company’s performance, enabling key customer satisfaction problems to be precisely diagnosed. Using cause-and-effect modeling techniques, Gantry’s C4 solution is able to identify the early warning signs of dissatisfied customers to yield increased customer renewals and customer loyalty. Gantry Group has developed an extensive customer touch-point component library that measures customers’ perceptions of their interactions with each functional group within a vendor’s organization. By

linking these study components together, Gantry Group can quickly launch a customer satisfaction study capable of granular diagnosis of customer issues at a significantly lower price point. Customer satisfaction data is available to executives via a web portal that includes a dash board with multiple levels of drill down for detailed diagnosis to support a tactical response.

"Although companies recognize that customer satisfaction is a key business performance indicator, many too frequently push customer satisfaction studies to the backburner in favor of seemingly higher priority revenue-generating initiatives," according to Dale Troppito, a managing partner at Gantry Group. "Companies question the logic of this decision when they lose their first customer due to poor satisfaction with them as a vendor. The key to maintaining high customer satisfaction is consistent, periodic, comprehensive testing of all customer constituencies that interact with the company."

Gantry's C4 program yields the necessary diagnostic granularity to enable a management team to assess the performance of each functional group in the context of the customer experience. Robust analytics reveal which customer touch-points have greatest influence over customer loyalty, supporting the development of effective and informed strategic business decisions.

"Accurate information about customer satisfaction is arguably one of the most important inputs to an organization's business strategy. Understanding the root causes of customer defections is imperative to building an effective strategic response." said Dawna Paton, a managing partner at Gantry Group. "Gantry's customer satisfaction programs quickly identify and prioritize which business processes require attention to maximize customer retention. Timely feedback on the key elements of customer satisfaction are invaluable when making critical business decisions."

Enabling companies to outsource their entire customer satisfaction tracking programs, Gantry oversees program design and execution, and manages customer response. Deliverables include, reports on current customer satisfaction, historical trends, customer segmentation, predictive analysis and detailed diagnosis of festering customer satisfaction problems. Results are reported and interpreted by Gantry analysts. Gantry fully alleviates companies of the tactical responsibilities associated with customer satisfaction tracking studies. Through C4, company executives routinely gain a refreshed, holistic profile of their companies’ performance from their customers' perspective.

About Gantry Group    
Gantry Group is a strategic consulting firm that guides technology-based solution providers to build offerings that capitalize on urgent market needs and challenges. For the past decade, Gantry Group’s customer satisfaction, primary market research & ROI/TCO measurement services have armed the world’s leading technology vendors with targeted market intelligence to support their strategic business decisions and inform their solution roadmaps. Backed by over 25 years of experience, Gantry Group delivers to business executives the firsthand customer metrics, market insights and predictive measurement capabilities that allow them to accurately quantify the business opportunity and position themselves to seize the greatest market share.

Through Gantry Group’s market intelligence, market research, and ROI/TCO benchmarking service suites, more than 450 client companies have identified, positioned and quantified their value within the marketplace. Additional information about Gantry Group can be found at www.gantrygroup.com.

Entire Contents, Copyright © 2007 Gantry Group LLC All Rights Reserved. References to any of the contents in this press release must include Gantry Group copyrights and citation.

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