New ResponseTek:CEM  advanced reporting tools transform customer feedback into actionable business intelligence

Vancouver, BC, Canada – May 29, 2009 – Leading customer experience management (CEM) software vendor ResponseTek has extended its on-demand voice of the customer software suite to include advanced reports designed to reveal how various types of customer experiences directly impact customer behavior and loyalty.

The Spring 09 release of ResponseTek:CEM adds a toolset of reports that allow its users to understand the specific initiatives most likely to improve customer experiences across the organization.  By correlating customer experience across many measurement points to key performance indicators such as loyalty and satisfaction, companies can now easily identify the experience attributes with the strongest link to driving improvements in overall loyalty.  This insight ensures management can confidently make decisions on the investments that have the best chance at maximizing customer experience improvements across the organization.

“Understanding how customer experience is delivered across today’s complex organizations is one thing, but having the insight into where you have your best chance at making improvements is a real game-changer in this hyper-competitive economy,”  explains Gord Elder, Director of Products at ResponseTek, “ResponseTek advanced reporting does things like highlighting loyalty drivers and areas where the customer experience shows a high degree of variation, based on what customers are saying about their experiences, in real-time. By adding these new tools directly into our software our clients have access to a whole new set of insights at their fingertips.”

The Spring ’09 release also includes several other new reports to assist managers in monitoring and managing their Customer Experience Management program more effectively.  These reports provide insights into how effectively users are managing customer feedback across the enterprise, highlighting gaps in customer follow-up and timeliness of responses to customers. 

For more information on ResponseTek and the Spring ’09 Release of ResponseTek:CEM, call 1-866-484-2900 (toll-free in North America), or +1 (604) 484-2900 (toll worldwide).

About ResponseTek
ResponseTek is the leader in on-demand Customer Experience Management (CEM) solutions, transforming the voice of the customer into actionable business intelligence. ResponseTek provides its groundbreaking CEM solutions to Global 1000 corporations, including AAA, Aon Corporation, HSBC, lastminute.com, WestJet and Sabre. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada and London, UK.

Media Contact:
Colin Stein
Director of Marketing
+1 (604) 484-2900 x242
colin.stein@responsetek.com
www.responsetek.com