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CustomerSat Rolls out Online Resource Center
Content Benefits Customer Loyalty & Advocacy, Service & Support, and HR Executives
Mountain View, CA
— August 11, 2003 — CustomerSat, Inc., the leader in real-time
feedback analytics and intelligence, today announced the availability
of the free, online CustomerSat Resource Center. Designed
for customer advocacy, service and support, HR, and other
executives responsible for customer and workforce satisfaction,
loyalty, and commitment, the CustomerSat Resource Center contains
a wide range of best-practices articles, tutorials and white
papers. The resources, many of them new, are compiled,
edited, and published by CustomerSat's Professional Services
staff.
“CustomerSat's mission
is to help enterprises worldwide better measure, manage, and
build customer loyalty and workforce commitment,” explained
John Chisholm, Chairman & CEO, CustomerSat, Inc. “The
CustomerSat Resource Center furthers that mission by making
best practices available to enterprises around the world.”
The CustomerSat
Resource Center includes articles on such topics as:
- Surveying
in multiple languages
- How
to maximize survey response rates
- Modeling
enterprise revenues
- Estimating
financial impact of customer loyalty improvements
- Enterprise
feedback system design
- Comparing
and combining online and off-line survey methods
- Managing
enterprise-wide action responding to customer feedback.
A complete list of
articles immediately available is attached. Other resources
available today include white papers, newsletter archives,
and case studies.
To access the CustomerSat
Resource Center, go to www.CustomerSat.com
and click on “Resources”. No-fee registration
is required. Visitors can request to be alerted when
new articles, tutorials, and white papers added to the Resource
Center.
About CustomerSat,
Inc.
CustomerSat is the
leading provider of enterprise solutions for measuring, analyzing,
and managing enterprise-wide action responding to real-time
customer feedback. With advanced technologies and proven market
research techniques, CustomerSat solutions have helped companies
such as AMD, Ariba, BellSouth, Nortel, VeriSign and WebEx,
take timely action to address customer opportunities and concerns
and build high customer retention and profitability.
CustomerSat is headquartered in Mountain View, California.
For news, product demos, and other company information,
visit www.CustomerSat.com
or call 1.800.372.7772.
| Section
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Articles
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Getting
Started;
Enterprise Feedback System Design |
- Key success factors
- Identifying stakeholders and touchpoints
- Types of surveys
- Enterprise-wide design
- Stakeholder touch rules
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Designing
Surveys |
- Questionnaire design
- Sourcing respondent information
- Engaging respondents
- Respondent confidentiality
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Data
Collection |
- Comparing online and off-line methods
- Combining online and off-line methods
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Survey
Deployment
and Management |
- Factors driving response rates
- Eliminating “ballot stuffing”
- Deployment frequency
- Surveying in multiple languages
|
Analysis
and Reporting |
- Means vs. Frequencies
- Satisfaction vs. Loyalty
- Linkage to Business Outcomes
- Competitive Analysis
- Customer Value Analysis
- Disseminating Results and Analytics
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Modeling
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- Apostle modeling
- Loyalty vs. Profitability
- Linking employee satisfaction and customer satisfaction
- Enterprise revenue modeling
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Managing
Action |
- Action management
- Case management
- Action alerts
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Measuring
ROI |
- Modeling enterprise revenues
- Estimating financial impacts
- Calculating ROI
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