Performance Management Critical to Customer Satisfaction in Enterprise Operations
Enterprise Applications Consulting (EAC) Reveals Correlation between Customer Satisfaction and Corporate Success
Redwood Shores, CA, May 20, 2008 — Merced Systems, the leader in sales and service performance management software, today announced the release of an Enterprise Applications Consulting (EAC) study about the imperative for performance management solutions in sales and service environments. EAC, an independent market research firm specializing in enterprise software, notes the increasing importance of customer-centrism in business today, and the direct correlation between improved customer satisfaction and a comprehensive performance management solution in operations environments.
"Companies with high levels of customer satisfaction significantly outperform the S&P 500 average and return a significantly greater value to their shareholders than companies with low levels of satisfaction among customers," Joshua Greenbaum, principal of EAC, wrote in the report. "Customer satisfaction achieved through performance management should be a strategic goal for all companies in all industries."
EAC's findings identify a sharp distinction between a comprehensive performance management solution and traditional business intelligence tools — the latter do not address the unique blend of data and processes in sales and service operations, and are generally not domain specific. The study reveals that solutions targeted specifically at performance management uniquely help to identify opportunities as well as drive specific improvements through the use of integrated, "closed-loop" analytics and workflow. As a result, performance management can improve customer loyalty, operational efficiency, and sales.
"Performance Management systems signal an important departure from the traditional business intelligence tools and solutions that have attempted — and largely failed — to rise to the challenge of sales and service performance management," said EAC.
Because sales and service operations today are fraught with complexity, the need for a domain specific, comprehensive performance management solution that addresses these intricacies is obvious, according to EAC. "With such a broad impact — from the front line to the executive, and from boosting sales to driving customer experience — sales and service performance management solutions from companies like Merced Systems are driving significant financial improvements in many enterprises," said EAC. "Merced Systems' core understanding of the operational complexities sales and service operations face is helping to pioneer the notion that the contact center and other sales and service operations can have significant impact not only on levels of customer satisfaction, but also on companies' overall financial performance."
About EAC
Enterprise Applications Consulting is a market research and consulting company based in Berkeley, CA . The firm, headed by Joshua Greenbaum, focuses on the enterprise software market by tracking market and technology trends from an end-user perspective. More about EAC and Joshua Greenbaum can be found at www.eaconsult.com.
About Merced
Merced Systems is the leading provider of sales and service performance management applications to contact centers, sales, field service, and back-office operations. Merced Systems' award winning products serve Fortune 100 and smaller customers in a variety of different industries including Banking, Brokerage, Insurance, Consumer Credit, Telecommunications, Healthcare, High Technology and Consumer Goods. With integrated dashboards, reports, analytics, workflow, and data integration, over 200,000 people worldwide use Merced Systems' products to drive performance improvement in their sales and service operations. A privately held venture capital based company based in Redwood City , CA. Merced Systems has grown profitably for the past 5 years. For more information on Merced Systems, please visit www.mercedsystems.com.
