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CustomerSat, Inc. Announces New Enterprise Functionality in its Latest Release
eCEM System 4 Delivers Enterprise-wide Customer Feedback Solutions to Improve Retention and Drive Profitability
Mountain View, Calif., -- March 13, 2001
-- CustomerSat, Inc., leaders in solutions for measuring and
managing the customer experience online, today announced the
release of eCEM™ System 4, a hosted solution designed to address
the enterprise-wide needs of Fortune 2000 firms interested
in growing profits by increasing retention rates and building
customer and employee loyalty.
CustomerSat's eCEM System 4 captures real-time feedback and
measures performance from virtually every customer and employee
contact point. Using new functionality to capture,
link and analyze ongoing feedback, eCEM System 4 creates a
single view of the customer experience, empowering users throughout
the organization -- from process-oriented managers, to performance-focused
employees, to profit-centered executives -- delivering effective,
personalized service that builds customer loyalty.
“At Ariba we've been avid users of CustomerSat solutions
in our North American Support Center for nearly a year.
We are excited with the added functionality in eCEM
System 4. The new features will strengthen our
ability to make customer-directed changes, and allow
us to further improve customer satisfaction,” explains
Doug Bryan, Ariba's Global Technical Support Director. “Looking
forward, eCEM 4 will help us expand our automated
feedback program throughout our global support centers.”
This latest release by CustomerSat extends its already proven
functionality to further manage real-time customer feedback
from every contact point, and deliver this data to authorized
users across the enterprise. The release's new name
-- Enterprise Customer Experience Management System (eCEM
System) -- underscores CustomerSat's commitment to provide
highly scaleable solutions that respond to the expanding role
of customer-driven enterprise strategies.
“Customer-centric enterprises are realizing that real-time
customer feedback is their most strategic information asset,”
stated John Chisholm, CEO of CustomerSat. “The emphasis
from Wall Street for profitability has had a dramatic impact
on corporate strategy, shifting focus from growth through
customer acquisition to profit through customer retention
and account penetration. The release of eCEM System
4 is perfectly timed with this tendency as enterprise customer
satisfaction is paramount to achieving and sustaining bottom-line
profitability.”
As businesses re-focus their strategies from an aggressive
customer acquisition policy, to driving profits and revenue
per customer through customer retention, real-time customer
feedback becomes a core component. CustomerSat's eCEM
System 4 expands the power to connect with customers at all
interaction points – from service call feedback to online
order satisfaction measurement – and across the customer's
lifetime, providing a constant stream of actionable, customer
data accessible to authorized employees throughout an organization.
CustomerSat's eCEM System 4 Solution provides the enterprise
key functionality to maximize customer relationships:
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eCEM reports address specific users throughout the company:
User-specific portals and dynamic reports can be
easily generated allowing each user to receive feedback
and performance information relevant to their roles and
responsibilities in the organization.
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eCEM technology solutions connect with virtually all
customer contact points: Application-specific products
have been designed to easily integrate with key systems
across the enterprise, and include CRMConnect™ integrates
with CRM/contact systems, WEBConnect with websites, HRConnect
with HRMS systems, and ITConnect™ with internal help desk
systems. Together, these applications allow organizations
to consistently measure and analyze customer satisfaction
throughout the company.
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eCEM provides a single 360 ° view of the customer:
By seamlessly integrating with existing technologies,
a 360 ° customer feedback process is created by linking
the customer-direct data from eCEM with operational data
from CRM/customer interaction systems. This holistic
view of the customer provides the information to predict
behavior and stay ahead of changing customer expectations.
About CustomerSat
CustomerSat is the leading provider of enterprise solutions
for measuring and managing the customer experience.
With advanced technologies and proven market research techniques,
CustomerSat solutions have helped companies such as Ariba,
Fidelity, Hilton, Lucent, Oracle, and VeriSign, to evaluate
and monitor customer satisfaction at every interaction point.
By delivering customer feedback in real-time, these
companies can take timely action to resolve issues and assure
high customer retention and profitability . CustomerSat
is headquartered in Mountain View, California. Recent
news releases, product demos, and other company information
can be found at www.CustomerSat.com
or call 1-800-372-7772.
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