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CustomerSat Announces Partnership With Round
Delivers Dynamic 360° Customer Experience Management
London and Mountain View, CA –May 15, 2007– CustomerSat, the leader in real-time, multi-channel feedback solutions that build customer satisfaction and loyalty, today announced a global partnership with Round, the leader in capability management models and tools. This solution gives companies a double feedback-loop inside and outside their organizations, first to sense and respond to customers’ changing needs and behaviors and then to prioritize investment in customer driven improvements.
The combination of CustomerSat Enterprise™ and Round’s CCDirector™ ensures that customer experience planning is validated by key stakeholders, especially customers, employees and channel or alliance partners. Round’s management tools enable major enterprises to align and optimize critical capabilities such as: leadership, brand, campaigns, processes, organization design, culture, and metrics, to provide a superior customer experience and increase loyalty and long term value. CustomerSat provides feedback management at every touch-point and every stage in the customer lifecycle.
This combined 360-degree planning and feedback solution helps major organizations mobilize their resources faster and more effectively. The payback is fewer customer defections and deeper insights into customer needs and behaviors, enabling firms to offset the impact of commoditization, plaguing every industry. The ability to report progress also sends a strong signal to investors, that the firm is a good long term prospect committed to improving the entire customer experience and loyalty, and therefore improving long term cash flows. Additionally, this approach enables planning across departmental lines, creating a cross organization view and more consistent customer treatment.
"Traditional departmental approaches to planning, while well intentioned, is similar to making a jigsaw without a common template or the picture on the box", said David Rance, Round’s CEO. "It is very difficult for senior management to understand the relative or combined contributions of all their customer focused initiatives. Without validating such initiatives with customers, best intentions often lead to reverses in customer satisfaction and employee frustration."
The combination of Round capability management and CustomerSat stakeholder feedback, addresses this challenge. It provides a dynamic 360° view of the customer’s experience and the capabilities that create it. "We are the YIN and the YANG of customer experience management", commented Rance. "Putting the two together lets the client see the whole picture."
Round’s CCDirector™ supports the assessment of more than 1500 customer experience capabilities across an enterprise, including all approved plans for change. It produces a gap analysis that is used to prioritize and scope the investments required to align the business around its customer strategy, creating consistency in the way customers are treated.
CustomerSat’s Enterprise™ solutions enable individuals, teams and management to validate their planning assumptions and provide immediate alerts when current performance puts existing customer relationships at risk. They also provide intelligence on the key drivers of customer satisfaction and loyalty vs. current performance, enabling senior management to focus investments on what really matters to customers.
Equally important, every single customer issue can be mapped directly back to the capabilities that created the issue. This information/analysis enables firms to pinpoint where changes need to be made. Real time alerts to capability owners and operations teams and advanced analytics for planners combine to deliver dynamic 360° customer experience management.
"Coordinating and building momentum for customer-focused initiatives across functions can be challenging," said John Chisholm, CEO, CustomerSat. "The combination of CustomerSat Enterprise™ real-time feedback and Round CCDirector™ management tools and methodology help create this coordination and momentum. The result is a "win" for customers, employees, partners, and investors."
About CustomerSat, Inc.
CustomerSat is the leading provider of enterprise solutions for measuring, analyzing, and managing enterprise-wide action based on customer satisfaction and loyalty feedback. With advanced technologies and proven market research techniques, 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 Europe. For news, product demonstrations, and other company information, visit www.CustomerSat.com or call 1.800.372.7772.
About Round (UK) Ltd
Round is a world leader in capability management models and tools that have been applied to almost all industry sectors. Soon after its launch, CCDirector™ won the much coveted CRM industry Innovation of the Year Award. Round’s clients have included T-Mobile, Dell, National Grid, Becton Dickinson and TNT. David Rance, founder and CEO, is a former Customer Care director for a national telco and a member of the Advisory Board of CustomerThink.com (formerly CRMGuru) and an international advisor for Greater China CRM. Round has offices in London and Boston. Visit www.round.co.uk or call +44 20 7623 2300.
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