CRM Service Awards: Service Leaders
Once again, social media has taken center stage in the customer service market over the past 12 months. But it has to make room under the spotlight for other emerging technologies. In this year's CRM Service Leader Awards, our panel of judges (listed below) look more favorably upon those vendors that have not only integrated social media but mobile, cloud, analytics, and multichannel capabilities into their products or services as well.
In addition to depth of functionality or services, judges rated vendors in our eight customer service categories on various criteria, including customer satisfaction, company direction, and deployment costs. A revenue score is also added for good measure.
All of the numbers are then entered into a proprietary weighted formula to come up with an overall score for each vendor. The results of these scores determine our esteemed list of Service Leaders.
Because technological innovation can vary greatly from year to year, we dedicate a lot of real estate to the topic. Not surprisingly, when it comes to technological innovation, our 2013 CRM magazine Service Leaders did not disappoint. Read on to see how these leaders are shaping the customer service industry.
The editors of CRM magazine would once again like to extend their deepest appreciation to those who took part, to varying degrees, in evaluating the candidates for this year's CRM Service Awards. This issue, and the awards themselves, would not be possible without the generous contributions of the following judges, commenters, assessors, and raters: Leslie Ament, vice president, Hypatia Research; Aphrodite Brinsmead, senior analyst, Ovum; Dick Bucci, founder and president, Pelorus Associates; Keith Dawson, principal analyst, Ovum; Donna Fluss, founder and president, DMG Consulting; Paul Greenberg, president, The 56 Group; Esteban Kolsky, principal and founder, ThinkJar; Mitch Kramer, senior vice president, Patricia Seybold Group; Ken Landoline, principal analyst, Current Analysis; Kate Leggett, principal analyst, Forrester Research; Michael Maoz, vice president and distinguished analyst, Gartner Research; Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics; Melissa O'Brien, research analyst, IDC; John Ragsdale, vice president of technology research, Technology Services Industry Association; Peter Ryan, lead analyst, Ovum; Paul Stockford, chief analyst, Saddletree Research; Bruce Temkin, managing partner, Temkin Group; Ray Wang, principal analyst and CEO, Constellation Research; Rebecca Wettemann, vice president, Nucleus Research.
CRM magazine's tenth annual Service Awards names one winner and three leaders in each of eight categories, using a proprietary selection formula. The overall award rating is based on a composite score of company revenues and analyst ratings for deployment costs, customer satisfaction, depth of functionality, and company direction. (These ratings are based on a five-point scale, with 5 being the highest.) In addition, each category cites one or two "ones to watch"—companies deemed worth tracking for their potential to appear on that leaderboard in the future.
What Motivates Customer Service Decisions?
Fear is not a strategy.
CRM Service Awards: Service Elite
CRM Service Awards: Rising Stars
Avaya Unveils New Customer Experience Management Tools
New solutions provide integrated Web, social media, text, and email customer interaction options.
Microsoft Wants to Take CRM Everywhere
The company's stated goal is to support business users wherever they are and on whatever devices they're using.
SugarCRM Looks to Tackle CRM Usage Hurdles
Planned summer launch of Sugar 7 emphasizes user, customer engagement.
Moxie Software Enhances Its Spaces by Moxie Suite
New features in Spaces by Moxie include simpler user interfaces, tighter security, a chat translation function, and easier content management.
Clarabridge Launches Partner Program
The Clarabridge Partner Program will help ISVs, integrators, consultants, and VARs with their projects.
LiveOps Integrates with Microsoft Dynamics' New Unified Service Desk
Integration will begin with voice and chat channels.
Buyer's Guide Companies Mentioned