Satmetrix Press Release
2006 Satmetrix Thought Leader Roundtable Focused on Optimizing Customer Service with Customer Experience Management
Featured Customers Oracle and Symantec Presented
FOSTER CITY, Calif., — June 21, 2006 — Satmetrix Systems, Inc., the leading enterprise customer experience management (CEM) company and co-developer of the Net Promoter® Score, today announced the findings from the companys recent Satmetrix Thought Leader Roundtable in New York. This years program focused on reviewing ways to optimize customer service using customer experience management. Executives from Oracle and Symantec were featured Satmetrix customer speakers and helped drive the discussion around real-world implementations and best practices.
The roundtable included:
- A discussion led by Satmetrix executives on the impact of customer support on the overall customer experience; the knowledge that 95 percent of companies collect customer data, but only 30 percent use this data to make changes as a competitive weapon; and the five key elements of a successful Net Promoter program.
- Best practices from support executives at market-leading companies Symantec and Oracle. Both executives led discussions in how customer feedback of a transactional support interaction is only the beginning of the customer experience management equation.
- The sharing of information amongst peers to improve the efficiency and effectiveness of support centers and influence customer-centric behavior throughout an entire customer care organization.
“Having a forum to share ideas, new research and best practices drives excellence,” said Richard Owen, CEO of Satmetrix. “Recently, Symantec was awarded the SSPA Star Award by the Service and Support Professional Association for their work in their service and support organization. Having this caliber of executives in the room sharing ideas and new research will further drive excellence and innovation our customers’ support organizations.”
This intimate customer and prospect event was designed to foster discussion and the sharing of ideas and was targeted specifically to executive-level personnel in the Support and Customer Care arenas. Attendance was by invitation-only. For the third year running, a Thought Leader Roundtable will be held this fall in London, with additional Thought Leader Roundtables this fall in New York and San Francisco.
About Satmetrix Systems
Satmetrix Systems, Inc., headquartered in Foster City, Calif., is the leading enterprise customer experience management (CEM) company. Satmetrix’ software delivers continuous customer experience feedback and insights to drive actions from all employees that vastly improve customer loyalty and financial performance. Satmetrix Systems also provides industry thought leadership; it developed the Net Promoter® metric with Fred Reichheld, Bain Fellow and director emeritus. For more information about Satmetrix Systems, please call 650-227-8300 or visit www.satmetrix.com.