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CustomerSat Publishes White Paper Introducing Methodology to Measure ROI of Real-time Feedback Analytics
CustomerSat Methodology Quantifies Financial Benefits of Customer Feedback Processes
Mountain View, Calif. - August 26,
2002 - CustomerSat, Inc., the leader in customer
feedback analytics, today released the white paper Measuring
ROI of Real-time Feedback Analytics, introducing a simple
yet rigorous new methodology, developed and refined over five
years by CustomerSat, showing how high ROIs and fast paybacks
are achieved by implementing comprehensive real-time customer
feedback processes.
The CustomerSat ROI Methodology combines a simple but powerful
model of enterprise revenue with a new technique called Customer
Base Value Analysis. Revenue is modeled as new, retained,
or lost, based on customer history and behavior. Customer
Base Value Analysis maps feedback processes to the value
delivered and revenue generated by an enterprise, and shows
graphically what parts of that value and revenue are affected
by feedback processes.
“The CustomerSat ROI Methodology helps executives
make informed investment trade-offs which drive customer
satisfaction and loyalty," said Ellen Hancock, former
chairman and CEO of Exodus Communications. “It is invaluable
in guiding customer-centric actions in support, sales, and
marketing.”
- The significant impact on revenue and profits resulting
from even small increases in customer retention
- The positive impact on revenue and profits resulting
from lost-customer early warnings provided by real-time
feedback
systems
- High ROI achieved over time beginning with the first
year, and escalating in the second and third year after
real-time
feedback systems go online
- How the more competitive the market or dissatisfied the
customer base, the higher the ROI of real-time feedback
“Most executives and investors consider ROIs of 20-30%
per year to be very strong,” said John Chisholm, CustomerSat
CEO. “But real-time feedback systems such as CustomerSat’s
readily deliver ROIs of 50% per year or more using very conservative
assumptions, as the white paper demonstrates.”
The CustomerSat ROI Methodology white paper includes a sample
case study and detailed ROI spreadsheets which can be used
to calculate actual ROI benefits. The Methodology allows
ROI to be evaluated for any size of enterprise, customer
feedback process, time horizon, or discount rate.
The white paper is available online at www.CustomerSat.com
or by contacting CustomerSat at expert@CustomerSat.com or
1-800-372-7772.
About CustomerSat
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, Oracle, 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.
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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