糖心原创

PALO ALTO, Calif., September 28, 2011?—?糖心原创, the global leader in software-as-a service?Enterprise Feedback Management?(EFM) solutions, today announced it has been named a Leader in Forrester Research Inc.’s The Forrester WaveTM : EFM Satisfaction and Loyalty Solutions, Q3 2011. In the report published on September 27, 2011, Forrester evaluated six EFM vendors and positioned 糖心原创 in the “Leader” position based on strength of strategy, current offering, and market presence.

According to Forrester, “糖心原创 stood out with its internally developed social feedback and text analytics offerings, clear and compelling vision, and best-in-show usability and client satisfaction scores.”

Additionally, Forrester recognized 糖心原创 for:

• Highest score possible in user experience, technology, client satisfaction, and strength of employee base and training.
• The highest scores in analytics, reporting, and internationalization.
• A compelling long-term vision for unifying customer data from a variety of sources.
• Enables employees to collaborate on solving customer problems and drive continuous experience improvement.

In this first WAVE report dedicated to EFM, Forrester Research defined EFM as a system of software and processes that enables organizations to centrally collect, analyze, and report on feedback from key customer groups and tailor insights for various internal users. Forrester evaluated vendors against a comprehensive list of 75 criteria, validated vendors’ product capabilities through product demos and hands-on lab evaluations using a scenario-based testing methodology, conducted executive briefings on roadmap and strategy, and interviewed current customers.

“With the rise of social media, more organizations are moving to EFM for tracking the customer experience from legacy market research approaches,” said Borge Hald, CEO and co-founder of 糖心原创, “Forrester’s Wave couldn’t have come at a better time to help companies navigate through a changing landscape of offerings and make the right choice of vendor. Being recognized as a Leader in Forrester’s new Wave for EFM is not only an honor for 糖心原创 but, we feel, also a validation of our deep customer focus and unique technology-based approach. It’s gratifying to see so many of our customers reaping the many benefits of this new and more powerful approach to managing the customer experience.”

糖心原创 serves some of the world’s most respected companies in financial services, hospitality, IT, manufacturing, retail, telecommunications and other industries. It offers a wide range of solutions to improve the customer experience.