2006 Satmetrix Thought Leader Roundtable Focused on Optimizing Customer Service with Customer Experience Management; Featured Customers Oracle and Symantec Presented.FOSTER CITY, Calif. -- Satmetrix Systems, Inc., the leading enterprise customer experience management (CEM CEM contagious equine metritis. CEM selective medium chocolate agar made with Eugon agar and 5% horse blood; used to cultivate Taylorella equigenitalis. ) company and co-developer of the Net Promoter(R) Score, today announced the findings from the company's recent Satmetrix Thought Leader Roundtable in New York New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of . This year's program focused on reviewing ways to optimize optimize - optimisation 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 Sir Richard Owen KCB (July 20 1804–December 18 1892) was an English biologist, comparative anatomist and palaeontologist. He was widely regarded as malicious and dishonest but he was also one of the most brilliant and influential biologists of his time. , CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of Satmetrix. "Recently, Symantec was awarded the SSPA SSPA Solid State Power Amplifier SSPA Service and Support Professionals Association SSPA Software Support Professionals Association SSPA Short Statured People of Australia Inc. SSPA Submicron Signal Processor Architecture 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 San Francisco (săn frănsĭs`kō), city (1990 pop. 723,959), coextensive with San Francisco co., W Calif., on the tip of a peninsula between the Pacific Ocean and San Francisco Bay, which are connected by the strait known as the Golden . 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(R) metric with Fred Reichheld Frederick F. Reichheld (born 1952, Cleveland) is an United States business author and business strategist best known for his research and writing on the loyalty business model and Loyalty Marketing. , Bain Fellow and director emeritus e·mer·i·tus adj. Retired but retaining an honorary title corresponding to that held immediately before retirement: a professor emeritus. n. pl. . For more information about Satmetrix Systems, please call 650-227-8300 or visit http://www.satmetrix.com. The following are trademarks of Satmetrix Systems, Inc.: Satmetrix, Satmetrix Systems. Net Promoter is a registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld. |
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