CustomerSat, Inc. Announces New Enterprise Functionality in Its Latest Release.

Business Editors/High-Tech Writers

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--March 13, 2001

eCEM System 4 Delivers Enterprise-Wide Customer Feedback

Solutions to Improve Retention and Drive Profitability

CustomerSat, Inc., leaders in solutions for measuring and managing the customer experience online, today announced the release of eCEM(TM) System 4, a hosted solution designed to address the enterprise-wide needs of Fortune 2000 firms interested in growing profits by increasing retention rates and building customer and employee loyalty.

CustomerSat's eCEM System 4 captures real-time feedback and measures performance from virtually every customer and employee contact point. Using new functionality to capture, link and analyze ongoing feedback, eCEM System 4 creates a single view of the customer experience, empowering users throughout the organization -- from process-oriented managers, to performance-focused employees, to profit-centered executives -- delivering effective, personalized service that builds customer loyalty.

"At Ariba we've been avid users of CustomerSat solutions in our North American Support Center for nearly a year. We are excited with the added functionality in the eCEM System 4. The new features will strengthen our ability to make customer-directed changes, and allow us to further improve customer satisfaction," explains Doug Bryan, Ariba's Global Technical Support Director. "Looking forward, eCEM 4 will help us expand our automated feedback program throughout our global support centers."

This latest release by CustomerSat extends its already proven functionality to further manage real-time customer feedback from every contact point, and deliver this data to authorized users across the enterprise. The release's new name -- Enterprise Customer Experience Management System (eCEM System) -- underscores CustomerSat's commitment to provide highly scalable solutions that respond to the expanding role of customer-driven enterprise strategies.

"Customer-centric enterprises are realizing that real-time customer feedback is their most strategic information asset," stated John Chisholm, CEO of CustomerSat. "The emphasis from Wall Street for profitability has had a dramatic impact on corporate strategy, shifting focus from growth through customer acquisition to profit through customer retention and account penetration. The release of eCEM System 4 is perfectly timed with this tendency as enterprise customer satisfaction is paramount to achieving and sustaining bottom-line profitability."

As businesses re-focus their strategies from an aggressive customer acquisition policy, to driving profits and revenue per customer through customer retention, real-time customer feedback becomes a core component. CustomerSat's eCEM System 4 expands the power to connect with customers at all interaction points -- from service call feedback to online order satisfaction measurement -- and across the customer's lifetime, providing a constant stream of actionable, customer data accessible to authorized employees throughout an organization.

CustomerSat's eCEM System 4 Solution provides the enterprise key functionality to maximize customer relationships:

-- eCEM reports address specific users throughout the company: User-specific
portals and dynamic reports can be easily generated allowing each user to
receive feedback and performance information relevant to their roles and
responsibilities in the organization.

-- eCEM technology solutions connect with virtually all customer contact
points: Application-specific products have been designed to easily integrate
with key systems across the enterprise, and include CRMConnect(TM) integrates
with CRM/contact systems, WEBConnect with websites, HRConnect with HRMS
systems, and ITConnect(TM) with internal help desk systems. Together, these
applications allow organizations to consistently measure and analyze customer
satisfaction throughout the company.

-- eCEM provides a single 360 degree view of the customer: By seamlessly
integrating with existing technologies, a 360 degree customer feedback process
is created by linking the customer-direct data from eCEM with operational data
from CRM/customer interaction systems. This holistic view of the customer
provides the information to predict behavior and stay ahead of changing
customer expectations.

About CustomerSat

CustomerSat is the leading provider of enterprise solutions for measuring and managing the customer experience. With advanced technologies and proven market research techniques, CustomerSat solutions have helped companies such as Ariba, Fidelity, Hilton, Lucent, Oracle, and VeriSign to evaluate and monitor customer satisfaction at every interaction point. By delivering customer feedback in real-time, these companies can take timely action to resolve issues and assure high customer retention and profitability. The company is headquartered in Mountain View, California. Recent news releases, product demos, and other company information can be found at www.CustomerSat.com or call 1-800-372-7772.