PLEASANTON, Calif. - March 9, 2011 - Ventana Research today released its 2011 Value Index for Customer Experience Management: Customer Feedback Management, the latest in a new category of quantified, research-based Indexes on technology vendors and products. This new Value Index provides guidance that will enable organizations to ascertain the value of applications for addressing the needs of gaining feedback from customers to determine levels of satisfaction to overall customer experience. Using the Value Index, businesses and their customer service, operations, finance and IT organizations within them, will be able to evaluate vendors and their products as well as make choices based on an understanding of how well existing and new offerings satisfy their needs.
The Value Indexes are the product of more than two decades of experience and knowledge of the market and of in-depth analyses of technology suppliers' products. The Value Index for Customer Experience Management: Customer Feedback Management examines range of capabilities from survey development and operations across channels of customer interactions to gain the voice of the customer and feedback loop from them, which is a key activity for supporting customer service processes. Providing the right support for customer service is an essential and required component of every organization. The methodology used to produce this Value Index evaluates in detail aspects of product functionality and suitability-to-task as well as the effectiveness of vendor support for the buying process and customer assurance. The Index reflects the value offered by a vendor and its products, presented both as a clear and accessible graphic representation in a simple thermometer and as a precise index percentage.
The technology vendors earning the highest "Hot" and "Warm" Vendor classifications are those that Ventana Research certifies best deliver buyer value based on a thorough evaluation and audit - that is, based on research and verifiable facts. The Value Index is not just a selection of "cool" products, and rather than merely representing a vendor on a four-quadrant chart, the Index provides specific thermometer readings, both overall and component metrics, for a technology buyer to consider. Organizations can use the Value Index by first determining their priorities and then consulting the Index to determine which vendors best meet those needs.
In the 2011 Value Index for Customer Experience Management: Customer Feedback Management, the company delivering the highest value on an overall weighted-evaluation basis is Verint, while Confirmit, ResponseTek and MarketTools also earned the Hot Vendor rating. They are followed by Ransys and CallCopy which earned the Warm Vendor rating.
"The need to improve the information from the customer to understand their experience and voice is a required activity for those that want to truly be customer centric, and many organizations are still not performing this essential activity," said Richard Snow, research director and vice president of Ventana Research. "This Customer Feedback Management assessment of vendors and products as part of the Customer Experience Management Value Index will help organizations evaluate more clearly how to improve through gaining access to the voice of the customer.
"I would like to thank all the customers and vendors for the support of this vendor and product research to enable a deep level of scrutiny, enabling us to provide assessment of this critical market segment," Snow added. "The lack of vendor and product reviews offered in the market by IT analysts who do not research or advice line of business has misled the market and buyers on the importance of this category. This has prevented many customers and buyers from understanding how to make smart investments for the future success of their organization."
This new research-based undertaking is fully independent. It is neither sponsored nor influenced by technology vendors and is conducted solely in pursuit of Ventana Research's mission to provide value to business and IT through benchmark assessments, workshops and advisory services. Ventana Research's goal is to guide organizations to optimal efficiency in their use of technology investments for business and IT. To learn more about the Value Index for Customer Experience Management: Customer Feedback Management, please visit http://www.ventanaresearch.com/cemvalueindex.
About Ventana Research
Ventana Research is the leading benchmark research and advisory services firm. We provide expert guidance to help organizations manage and optimize performance - to become not only more efficient but more effective. Our unparalleled insights and best practices guidance are based on our rigorous research-based benchmarking indexes of people, processes, information and technology across business and IT functions worldwide. The combination we offer of benchmark research, rigorous market coverage and in-depth knowledge of hundreds of technology providers means we can deliver business and technology education and expertise to our clients where and when needed. The Ventana Research Indexes - the Value Index and the Benchmark Index family - have redefined the research industry by providing accessible, easy-to-use research-based business and technology guidance to businesses.
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