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CustomerSat's Newest Release Further Empowers Enterprise Users to Gather, Analyze, and Act on Customer Feedback
eCEM 4.5 Benefits Both Managed and Licensed Service Customers
Mountain
View, Calif. - October 14, 2002 - CustomerSat,
Inc., the leader in real-time feedback analytics, today announced
the newest release of its Enterprise Customer Experience Management
(eCEM™) system which empowers users across the enterprise
to manage customer feedback programs from beginning to end.
eCEM 4.5 adds powerful functionality for designing feedback
processes, analyzing and tracking feedback over time, building
customer loyalty, and quickly aligning employee priorities
and actions enterprise-wide.
- Loyalty
Index: Users can monitor composite scores of satisfaction,
loyalty, and other metrics, allowing them to quickly and
continuously identify, measure, track, and act on, for
example, their most secure and/or most “at-risk” customers.
Color-coded charts highlight key problems and opportunities
.
- Push
Reports: Authorized users can define and automatically
email reports to individuals and groups across an organization
at scheduled time intervals. Reports reflect the most
up-to-date survey results.
- Comparative
Trend Lines: Simple user interfaces allow users to select,
track, and compare the performance of up to ten metrics
on a single chart. A wide selection of statistics and
frequency, e.g., weekly, monthly, quarterly, can be assigned.
eCEM
4.5 also streamlines survey design through Templates, allowing
users to quickly and easily customize the look and feel of
online surveys. Using Templates, CustomerSat’s growing number
of Licensed Service customers can
compose and format even complex surveys without knowledge
of HTML or difficult scripting languages.
"As
large-scale network consultants, success to us means delivering
exceptional service for all aspects of every engagement,”
said Chris Brown, International Network Services (INS) Quality
division. "CustomerSat’s Managed Services are ideal
for continuously monitoring and managing the quality of our
engagements, while their Licensed Services let us gather ad
hoc feedback to address specific issues as they arise
during the year."
CustomerSat
Managed Service customers, whose feedback programs are implemented,
deployed, and managed by CustomerSat, directly benefit from
eCEM 4.5 enhanced analytics. CustomerSat Licensed Service
customers, who have full access to CustomerSat’s hosted eCEM
system to create, deploy, manage, and analyze results of surveys,
benefit from enhanced analytics, automated actions, and Templates.
About
CustomerSat, Inc.
CustomerSat
is the leading provider of enterprise solutions for measuring
and analyzing customer feedback. With advanced technologies
and proven market research techniques, CustomerSat solutions
have helped companies such as Ariba, BellSouth, Fidelity,
Hilton, Lucent, and VeriSign evaluate and monitor customer
satisfaction, take timely action to resolve issues, 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.
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