VANCOUVER, British Columbia and LONDON, February 20, 2012 /PRNewswire/ --
With a growing global client base and record numbers in revenue and bookings, the success of the ResponseTek Listening Platform™ sets a benchmark for the CEM software sector
ResponseTek, the leader in customer experience management (CEM) software solutions for the enterprise market, is excited to announce a year of record growth in 2011. With a 114% increase in sales and a 59% increase in revenue, ResponseTek asserted its position as the fastest growing enterprise CEM vendor and a top end-to-end feedback solution provider.
The ResponseTek Listening Platform™ is implemented by global leaders in the telecom, insurance, financial services, tourism and retail sectors in need of an 'enterprise' voice of the customer system. With its unified view of the customer across multiple touch-points, a single system is delivered that integrates channels, lines of business and countries. ResponseTek also continued to expand globally with new solutions in countries across North America, Western & Eastern Europe, Asia-Pacific and the Middle East.
ResponseTek's growth during 2011 was not only driven by new clients, but also by expanding relationships with many existing clients. This continued account growth is due to both innovation within the Listening Platform™ and also the quality, professionalism and passion of the Client Services team. With service excellence at the core, ResponseTek is focused on continuing to improve its world class Net Promoter Score (NPS)® score of +61 during 2012 and to improve its 89% service team satisfaction scores.
"2011 was a benchmark year for ResponseTek in which we more than doubled our user base and sales as well as solidified our position as an international leader of enterprise CEM software solutions," says Syed Hasan, President & CEO, ResponseTek.
Over the past two years, ResponseTek has worked in close partnership with several industry leading telecom companies in 15 countries to develop a set of solutions that are designed specifically for the sector's CEM needs. In 2011, ResponseTek achieved the milestone of connecting over one million telecom customers per week to their providers. As a result, ResponseTek has become the telecom market leader with its customized solutions for retail, call centers, field services and online customer channels.
To enable the company's success, employee head count grew by 63% during 2011 as program management and support resources were added. In addition, ResponseTek opened its first office in India to support the burgeoning sales growth in all geographies.
"We believe the growth we have seen in 2011 will be carried forward into 2012 as the CEM industry continues to expand and traditional transactional market research programs are redesigned to take advantage of technology solutions like ResponseTek's Listening Platform™," says Mr. Hasan. "We are excited about the opportunities ahead in 2012 with continued expansion in our geographic reach and the industries we serve."
ResponseTek Listening Platform™ and Listening Platform™ are registered trademarks of ResponseTek Networks Corp.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld
ResponseTek is the global 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 leading firms in the telecom, banking, insurance, retail, and online industries. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada and London, UK. For more information on ResponseTek, visit http://www.responsetek.com
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