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        Ventana Research Begins Customer Feedback Management Benchmark Research and Education Services

        Critical advancements in technology enable a better process for improving the customer experience


        SAN RAMON, CA, January 12, 2011 – Ventana Research is set to commence new benchmark research and provide education on customer feedback management.

        The most objective way of understanding the customer experience is by collecting and analyzing feedback. The output from such analysis can be used to improve customer satisfaction across any channel of interaction from marketing and sales to customer services and contact centers. To deliver the best possible customer experience requires the adoption of best practices and methods that can be integrated to existing and new processes across all customer interactions.

        Ventana Research is conducting this research to identity the benefits organizations are deriving or expect to derive from customer feedback processes and technologies, identify which channels and methods companies are using to collect customer feedback, and examine the obstacles to successful deployments of customer feedback in support of improving such business outcomes.

        “Customer feedback management is essential to the success of any organizations’ efforts to improve customer satisfaction and deliver the best possible customer experience,” said Richard Snow, VP & Research Director of Ventana Research. “The reality of today is that most organizations are not handling customer feedback as a required business process, thus leaving significant risk to its operational and financial viability. This research will help quantify the impediments and best practices in customer feedback management processes and the appropriate applications and technology to collect and analyze it.”

        Ventana Research, the leading business technology research and advisory services firm, provides qualified research participants with a financial incentive, complimentary report of the research findings as well as access to a free educational webinar on key findings from the customer feedback management benchmark research. To learn more about customer feedback management and take the benchmark, please visit:

        About Ventana Research

        Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm. We provide insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments, education workshops and our research and advisory services, Ventana On-Demand. Our unparalleled understanding of the role of technology in optimizing business processes and performance and our best practices guidance are rooted in our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions in every industry. This benchmark research plus our market coverage and in-depth knowledge of hundreds of technology providers means we can deliver education and expertise to our clients to increase the value they derive from technology investments while reducing time, cost and risk.


        Ventana Research provides the most comprehensive analyst and research coverage in the industry; business and IT professionals worldwide are members of our community and benefit from Ventana Research’s insights, as do highly regarded media and association partners around the globe. Our views and analyses are distributed daily through blogs and social media channels including TwitterFacebook,LinkedIn and Business Week’s Business Exchange.


        To learn how Ventana Research advances the maturity of organizations’ use of information and technology through benchmark research, education and advisory services, visit


        Media: Copies of benchmark research report and interviews are available upon request.


         Media Contact:

        Bailey Donoghue

        (925) 242-2412

        Ventana Research

        Ventana Research

        Ventana Research, now part of Information Services Group, provides authoritative market research and coverage on the business and IT aspects of the software industry. We distribute research and insights daily through the Ventana Research community, and provide a portfolio of consulting, advisory, research and education services for enterprises, software and service providers, and investment firms. Sign up for free community membership to receive email notifications on research and insights.

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