Customer Profile
Healthcare Research Enterprise Grows Revenues with Customer Satisfaction

Quintiles Transnational helped develop or commercialize every one of the world's thirty best-selling drugs.

Pharmaceuticals and biotech are extremely competitive arenas, says Ross Law, Quintiles' Director of Corporate Strategic Services. "So it’s essential that we listen and respond to what our customers tell us." Their new customer feedback solution had to:

The right system would help Quintiles meet its customer satisfaction and financial targets. Learn why Quintiles selected CustomerSat Enterprise, and how they utilize it to meet their needs.

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Article
Language and the Customer Experience

by Liesl Leary

Bonjour.  Guten Tag.  Shalom. These words all mean the same thing, but can have a dramatically different impact on your customer experience. Professionals in the customer loyalty space may be interested in knowing:

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Article
The Evolution of the Customer Experience

by Wendy Close

All enterprises provide their customers with an experience of some sort. Does yours leave them smiling -- or shaking their heads?  “How are your customer experiences evolving – for better or worse?”

Can you improve your customer experiences, and if so, how? Can they be leveraged, managed and turned into a positive differentiator for your company? Yes, says CRM Success Expert Wendy Close of Salesforce.com, who maps out the seven evolutionary stages of customer experience.

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Janet Linn of Getronics
Accepts ACE Award

at CustomerSat
Leadership Conference

The decor was festive, dinner inviting, company engaging and the winners proud! CustomerSat was honored to present one of twelve 2005 ACE awards to Getronics at the 2006 Leadership Conference.

The CustomerSat ACE Awards certify, acknowledge, and celebrate outstanding achievement in customer satisfaction maintained throughout the year. To learn more about applying for the 2006 ACE Awards, click here.

The successful learning event took place April 4-5, 2006 in Santa Clara, California. From across the US to England, CustomerSat clients came to network, exchange best practices and learn about innovative ways other organizations are using customer feedback.

Webinar, Wednesday, July 19, 2006: "Driving Enterprise-wide Customer Centricity at Ariba through an Integrated Voice of Customer (VOC) System", Roger Blumberg, Senior Director,  Customer Advocacy.

AMA Annual Marketing Research Conference: September 10 - 13, 2006, Chicago, IL. Learn how specific research techniques are applied and leveraged as well as how marketing issues are addressed at other leading companies. Learn More

AFSM International S-Business Education Summit and Expo: September 17 - 20, Orlando, FL. This summit provides an opportunity for corporate leaders and experts in the field services and customer services management arena to explore collaborative business potential--learning through sharing. Learn More

Emetrics Summit: The Big Picture, OPTIMIZING ONLINE MARKETING VALUE: October 16 - 18, Washington DC. How do you measure the success of your website? This event brings technology and technique together to illustrate how to optimize your total online marketing value. Learn More