|
|
 |
CustomerSat Releases Enterprise 8
Adds Powerful New Customer-Focused Analytics
Mountain View, CA – April 6, 2005 – CustomerSat, Inc., the leader in real-time, multi-channel feedback solutions that build customer satisfaction and loyalty, today announced the general availability of CustomerSat Enterprise™ 8. The latest version of Enterprise adds new, real-time analytics and charts that improve users’ ability to understand and act on customer feedback and manage customer accounts.
"CustomerSat Enterprise 8 enables AMD to refine our CRM strategies by customer based on satisfaction and loyalty," said Jim Slevin, Director of Customer Research, Advanced Micro Devices, Inc. "Its advanced, interactive analytics help AMD apply our customer-facing resources to maximum advantage.”
Analysis Your Way
With Enterprise 8, CustomerSat takes customer feedback to the next level by allowing companies greater flexibility in creating charts and in adjusting look and feel to match personal and corporate standards. Leveraging next generation charting technology, CustomerSat Enterprise 8 provides powerful interface and customization tools for real-time chart manipulation; resizable, movable and renamable labels; the ability to highlight individual chart elements; changeable chart color schemes; chart export to Microsoft Office; and cross-browser chart display.
Positioning Charts and Service Profit Chain Analytics
Positioning charts are ideal for visualizing satisfaction, advocacy, and loyalty by customer, product, region, vertical market, account exec, customer service rep, or other means. Positioning charts can be used, for example, to create the satisfaction-loyalty charts described in the Service Profit Chain (1997) and Value Profit Chain (2003) by Harvard Business School Professors James Heskett, Earl Sasser, and Len Schlesinger. In these charts, customers high in satisfaction and loyalty are called “Apostles/Owners”; those high in satisfaction but low in loyalty are “Mercenaries”; low in satisfaction and high in loyalty, “Hostages”; and low in both, “Antagonists.” Positioning charts enable sales and marketing executives to quickly read which companies fall into which category and to customize account management strategies for each group.
"Satisfaction-loyalty charts help companies identify the customers whose satisfaction they should most invest in improving to achieve the greatest profit improvements," said Joe Wheeler, Executive Director, The Service Profit Chain Institute. "CustomerSat real-time Positioning Charts enable users do this quickly and easily for any segment of their business."
Rating category reports allow Enterprise users to group rating questions and report on their responses as a group. Total number of question responses, mean scores, standard deviation, and any desired box percentages can be displayed for the group as a whole. Users can use predefined categories or define and save their own ad hoc question categories, viewing the results as HTML or Excel files.
“Enterprise 8 demonstrates our continued commitment to making powerful analytics readily accessible to research and non-research professionals alike, and reducing the distance between data and action,” said Jonathan Clay, VP of Technology at CustomerSat.
Additional Enterprise 8 Features
Available immediately, CustomerSat Enterprise 8 also includes:
- Smart charting to deliver charts to each web browser based on the display technologies that they support
- Enhanced cross-platform browser support throughout the CustomerSat Enterprise, including survey creation, survey deployment and analytics, that supports the use of any major browser including Internet Explorer, Safari, and Firefox
- Enhanced email capabilities that allow you to forward survey responses directly without the need for cutting and pasting
- Interface enhancements that speed access to all Enterprise functionality
- Security enhancements that further help protect users from malicious dynamic content.
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, Canon, Digital Insight, Honeywell, Salesforce.com, and WebEx. Through its comprehensive Managed Service and Self Service offerings, CustomerSat delivers feedback solutions for service and support, sales and marketing, HR, channel and partner management, IT, website operations and e-commerce, supply chain management and investor relations. CustomerSat is headquartered in Mountain View, California, with offices in the UK. For news, product demonstrations, and other company information, visit www.CustomerSat.com or call 1.800.372.7772.
|
