SAN RAMON, CA, December 15, 2011 – Ventana Research is launching new benchmark research and education on Customer Relationship Maturity. While excellent customer interaction and service has traditionally been a hallmark of successful companies, today, an organization's success increasingly depends on the effectiveness of its customer related processes across all departments from marketing and sales to call centers and service.
Because customer satisfaction has become a key business driver, companies are looking to define new, innovative methods for improving the customer experience. Organizations are also adapting to the new channels through which customers and businesses interact. This benchmark research is intended to uncover innovations in CRM in deploying and managing innovative customer relationship management maturity models and identify issues organizations encounter in the process. Building on top of a foundation of experience and benchmark research in customer experience, analytics, interactions and cloud based contact centers, this benchmark is assessing the best practices and methods that are being used to improve existing business processes related to the customer.
"The purpose of this research is to uncover methods and identify best practices in customer relationship maturity used across industries," said Mark Smith, CEO & Chief Research Officer of Ventana Research. "Our research will highlight successful methods and detail how these organizations can continue to improve its customer experience with CRM that is measured by customer satisfaction."
Ventana Research, the leading business technology research and advisory services firm, provides qualified research participants with a complimentary report of the research findings as well as access to a free educational webinar on key findings from the customer relationship maturity benchmark research. To learn more about CRM and take the benchmark, please visit:http://www.ventanaresearch.com/crm11/.
About Ventana Research
Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm. We provide insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments, education workshops and our research and advisory services, Ventana On-Demand. Our unparalleled understanding of the role of technology in optimizing business processes and performance and our best practices guidance are rooted in our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions in every industry. This benchmark research plus our market coverage and in-depth knowledge of hundreds of technology providers means we can deliver education and expertise to our clients to increase the value they derive from technology investments while reducing time, cost and risk.
Ventana Research provides the most comprehensive analyst and research coverage in the industry; business and IT professionals worldwide are members of our community and benefit from Ventana Research's insights, as do highly regarded media and association partners around the globe. Our views and analyses are distributed daily through blogs and social media channels including Twitter, Facebook, LinkedIn and Business Week’s Business Exchange.
To learn how Ventana Research advances the maturity of organizations' use of information and technology through benchmark research, education and advisory services, visit www.ventanaresearch.com.
Media: Copies of benchmark research report and interviews are available upon request.
Media Contact:
Bailey Donoghue
(925) 242-2412
marketing@ventanaresearch.com
