Richard Snow's Analyst Perspectives

Confirmit and Voice of the Customer Software

Posted by Richard Snow on Aug 22, 2013 1:03:03 PM

The last time I was briefed by Confirmit it had just acquired CustomerSat and, in addition to undergoing a number of internal developments, was transitioning from supporting market research, customer and employee feedback to focusing more on voice of the customer (VOC). One of its key differentiators has been its ability to combine market research, customer and employee feedback to close the loop and produce VOC reports and analysis that include all three perspectives. Confirmit added the ability to collect feedback through unstructured “conversations” on smart mobile devices, in recognition that these devices are being used more frequently by consumers and therefore such capabilities increase the likelihood of consumers responding to requests to provide feedback. Although my research on customer feedback management  shows this to be an important, growing requirement, the Confirmit products continue to support the creation and analysis of surveys as a core way of collecting and understanding customer feedback.

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Topics: Customer Analytics, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Voice of the Customer, Analytics, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM), Text Analytics, Confirmit

Confirmit Moves to Voice of Customer and Feedback Management

Posted by Richard Snow on Sep 28, 2012 11:20:21 AM

Confirmit is one of the leading vendors of market research services. It has a full range of products that support every step of the market research cycle. Its software lets users create surveys that can be delivered through multiple channels, perform panel management (managing teams of people that contribute to research programs), collect the data from completed surveys, and use a suite of reporting and analysis tools to gain in-depth insights from the data collected. The company has been steadily moving into the enterprise feedback market, using similar products and services that allow companies to focus on customers and employees. These developments have been accelerating, as evidenced by three recent announcements: the release of the company’s latest Horizons 17 software, a new set of services that focuses on the customer, and the acquisition of CustomerSat, an enterprise feedback management software and services provider.

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Topics: Customer Analytics, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Sales Performance Management (SPM), Text Analytics, Confirmit

Confirmit Provides Customer Insights through Surveys

Posted by Richard Snow on Jan 30, 2012 11:08:33 AM

Ventana Research believes that to provide excellent customer experiences it is necessary to understand what customers want and their likely behaviors, and one direct way to achieve this is by collecting and analyzing customer feedback. The challenge for organizations in this regard is that most customers are reluctant to complete surveys unless they are provided at an appropriate time, in an easy-to-use format and through the channel of their choice. Confirmit’s Horizons products support collection and analysis of feedback from marketing campaigns, employees and customers. The core survey engine enables design and authoring of surveys, and add-on modules handle collecting data, panel management (of a panel of customers, employees or market segments to help focus business activities) and analysis and reporting. It was built on the Microsoft .Net platform, but the most recent release, version 16, extends support to other environments and browsers. This release also enhances security, scalability and availability so Confirmit can collect hundreds of millions of surveys for customers around the world. The product is available for deployment on-premises or as software as a service (SaaS).

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Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management, Confirmit

Optimizing the Customer Experience Requires Dedication

Posted by Richard Snow on Jul 18, 2011 12:25:42 PM

In my research area, a lot is said and written these days about optimizing the customer experience. Some say it is done by improving key performance metrics such as customer satisfaction (CSAT), net promoter score (NPS) and customer effort score (CES). Others say customer experience management (CEM) is the “new CRM”; some think it is part of a multichannel service strategy, and for others it is as simple as managing social media. In my view it takes all of these, and other efforts, to optimize the customer experience, and thus it is difficult for companies to achieve. Customer experience management is the practice of managing the effectiveness of customer interactions so the outcome meets the customer’s and the company’s expectations. In any case, the key question is how companies achieve this goal. 

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Cicero, Cincom, MarketTools, ResponseTek, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Upstream Works, Confirmit, OpenSpan, Verint